Child Care Providers United

Call Center Representative
(Level 1)

Based in California
(remote, with regular on-site gatherings)

 

Position Overview
The CCPU Provider Resource Center (PRC) is hiring multiple Call Center Representatives (Level 1). The PRC team builds a stronger union by serving and supporting childcare providers through phone, text, and other technologies. The PRC Call Center Representatives provide excellent member services, including:

• Educating providers and offering high-quality guidance and support on benefits provided through the collective bargaining agreement.
• Supporting access to and enrollment for training, retirement, and health benefits.
• Promoting the benefits of the union experience, and encouraging enrollment.

The PRC Call Center Representative plays an important role in building relationships with and supporting providers. As such, each Representative also works closely with PRC supervisors, union officers, staff, and leaders to communicate with members about union programs and current issues.

This is a remote work opportunity, with regular on-site gatherings. A portion of the initial employee training will happen on-site, and ongoing work will be primarily remote with certain on-site days required per quarter (such as quarterly team meetings and member events).

Position Responsibilities

• Managing and answering inbound calls and/or placing outbound calls using computer-based phone systems.
• Interacting with callers in English and/or Spanish, Cantonese, or Armenian.
• Following a call flow script to gather information on callers and answer questions appropriately.
• Answering questions about child care work and benefits including:
  • Clarifying aspects of CCPU participation, including membership status/dues.
  • Supporting enrollment for training, retirement and health benefits.
  • Making appropriate referrals to partner organizations.
• Using databases and other computer systems to document calls and other member interactions.
• Making outbound calls to child care providers in support of the mission of CCPU.
• Processing documentation requests via email and other methods.
• Participating in virtual and on-site activities as needed.
• Qualified individuals may be asked to translate written materials or spoken interpretation during virtual or on-site meetings.
• Other duties as assigned.
• The work above is conducted with a computer and headset.

Schedule

• This position follows a regular full-time schedule. Call center hours are currently 9:00 AM to 5:00 PM and may change somewhat over time. Occasional evening or weekend shifts may be required to best serve child care providers.

Qualifications

• Ability to work in a fast-paced, call center environment.
• Strong customer service and communication skills and techniques.
• Minimum of combined 2 years of experience in elements of human services, counseling, case management, or direct customer service.
• Training or certification in conflict management, motivational interviewing, trauma-informed care and/or social emotional learning is beneficial.
• Computer/technical skills, including average to above-average technical competency and ability to learn new software (e.g., call center software, Salesforce CRM, data and case note management).
• Highly proficient verbal and written communication.
• Stable work history, with a record of staying in previous positions for one year or more.
• Commitment to the social justice mission and goals of CCPU.
• Bilingual English and Spanish, Cantonese, Armenian, or other language is a plus but not required.

Salary and Benefits
Salary: $72,000-$76,000, commensurate with experience. Excellent benefits including family medical, dental, vision, and retirement.

To Apply:
Email résumé and cover letter to jobs@ccpuca.org, making sure to include “PRC Representative” in the subject line. After an initial phone screening, applicants may be asked to complete a phone/written test before being invited to a full interview for the position.

Positions are open until filled; however, the posting/acceptance of applications may close at any time.

We are committed to hiring staff who reflect our membership and model the unity and equity that we seek to build. Women, LGBTQIA+, people of color, people with disabilities and immigrants strongly encouraged to apply.

Though a remote work opportunity, employees must live in California.

About Child Care Providers United (CCPU)
CCPU brings together more than 40,000 family child care providers across California to improve the profession and ensure every child has access to quality early learning and care. CCPU is a partnership of SEIU Local 99, SEIU Local 521 and UDW/AFSCME 3930. https://childcareprovidersunited.org/