Call Center Associate (Bilingual)



Customer Service
Fairfield, CA, USA
Posted on Friday, January 5, 2024

Company Overview

Promise empowers utilities and government agencies to create flexible, affordable solutions for individuals struggling with debt. Our intuitive approach to payment plans and relief distribution leads to improved enrollment and recovery rates that significantly exceed industry standards. As a result, individuals clear their debts more quickly and incur fewer penalties, while our partners experience fewer delinquencies and increased revenue.

At Promise, we prioritize treating people facing financial difficulties with respect and dignity, offering them the necessary tools and resources to thrive. Our team's expertise spans various sectors, with technology specialists from renowned companies like Google, Stripe, and Palantir, as well as esteemed government leaders.

We've successfully secured over $50 million in funding, with backing from prominent investors like 8VC, Kapor Capital, XYZ Ventures, Bronze Investments, First Round Capital, Y Combinator, The General Partnership (previously known as Sweat Equity Ventures), and Howard Schultz. We are honored to have recently been recognized as one of Fast Company's "World's Most Innovative Companies of 2022."

Role Overview

The Call Center Associate is a key part of our team. In this role, you will talk to people struggling with utilities debt, answer their questions, and help them learn about and use Promise's services. You’re someone who likes the excitement of a growing company and is eager to make a positive impact on people’s lives and livelihoods.

What You’ll Do

  • You'll answer questions and listen to our clients' needs in both English and Spanish by phone, email, or text.

  • Help people see the benefits of what Promise offers. Guide them so they can get the most from our services.

  • If someone has an issue, you'll let the right team members know so it gets fixed quickly.

  • Tell clients about special relief they might be eligible for and help them understand how to get it.

  • Note down details from each chat, making sure we always offer consistent help.

  • When new team members join, you'll help them learn our way of doing things, ensuring they ramp up smoothly.

What Will Enable You

  • Fluency in both English and Spanish, ensuring effective communication with a wide range of clients.

  • A minimum of 5 years relevant experience in call center roles, providing insight into client needs and concerns.

  • Ability to quickly and efficiently resolve issues, ensuring client satisfaction.

  • Strong organizational skills, ensuring consistent and personalized service for every client conversation.

  • Team collaboration skills and the capacity to mentor new team members, fostering a cohesive and productive work environment.

Promise is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or military or veteran status. Additionally, the Company complies with applicable state and local laws governing non-discrimination in employment in every jurisdiction in which it operates. Promise is committed to promoting diversity and inclusion in the workplace. We also provide reasonable accommodations to qualified individuals with disabilities, pregnant individuals, and those with sincerely held religious beliefs, in accordance with applicable laws.

Promise engages in US government contracts and restricts hiring to US persons, which includes US citizens and permanent residents (e.g., Green Card holders). Additionally, candidates must reside in the US.