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NDWA Labs, Coronavirus Care Fund Bilingual (Spanish/English) Customer Support Associate

Posted by
NDWA Labs
|
New York, NY

NDWA Labs


New
|
Published 25 days ago

Reports To: Operations Director

Start Date: ASAP                                           

Term: 3 months, with possibility of extension

Salary: $27/hour

Work Location: Remote, but must be able to work Monday- Friday, 10am - 6pm ET. Position is eligible for a cell phone and home internet reimbursement. 

 

Organization Description:

NDWA Labs is the innovation arm of the National Domestic Workers Alliance, one of the country’s leading progressive social movement organizations. At NDWA Labs, we’re building products that transform domestic work jobs into good jobs by bringing respect, living wages, and benefits to an invisible, undervalued, and vulnerable part of the economy.

 

In March 2020, the Coronavirus Care Fund (CCF) was established by the National Domestic Workers Alliance to provide emergency assistance for home care workers, nannies and house cleaners to support them in staying safe and staying home to slow the spread of the coronavirus, and to care for themselves and their families. Qualifying applicants who are experiencing financial hardship due to the coronavirus pandemic can receive $400 in emergency assistance from the Fund. As of April 2020, we have raised over $30 million and have distributed over $7 million to over 17,000 qualified domestic workers. 

 

The CCF Customer Support Associate will be joining a fast-moving, cross-organizational team that is providing real-time support to domestic workers via phone, text and email. The requests range from questions about eligibility and application status to questions that require support interventions. The ideal CCF Customer Support Associate will be a bilingual English/Spanish speaker, have experience providing customer support to low tech and low wage communities and have a proven record of being a clear verbal and written communicator.


Primary Responsibilities:

  • Respond to questions and requests from CCF applicants via phone and email:
  • Supporting low tech applicants by completing their application together and/or troubleshooting issues,
  • Navigating the CCF internal systems to find answers, 
  • Communicating updates in a timely, diplomatic and transparent manner;
  • Clearly document and log all interactions with callers;
  • Provide feedback and identify trends in the types of and content of calls;
  • Participate in team and organizational meetings as necessary;
  • Other duties as assigned.

 

Qualifications:

  • Excellent relational skills: someone who is friendly, diplomatic, patient, and who has a pleasant disposition;
  • Skilled proficiency with the below programs or ability to quickly learn and adapt to new technologies: 
  • Google Sheets & other G-suite tools
  • AirCall, or other cloud-based call center platforms
  • Familiarity with digital organizing, whether it be across social channels or specific organizing tools, like Mobile Commons (SMS)
  • Excellent attention to detail and well organized;
  • Ability to think creatively when addressing problems;
  • Ability to work well with diverse groups and populations, including low-tech communities;
  • Prior experience organizing and working with low-wage workers, immigrant communities, and other communities of color is a plus;
  • Agreement and alignment with NDWA’s vision and values;
  • Access to a computer and reliable internet connection is required; 
  • Native or fluent and culturally competent Spanish speaker; excellent writing skills in both Spanish and English required.


Reports To: Operations Director

Start Date: ASAP                                           

Term: 3 months, with possibility of extension

Salary: $27/hour

Work Location: Remote, but must be able to work Monday- Friday, 10am - 6pm ET. Position is eligible for a cell phone and home internet…

Details at a glance

  • Remote Possible
  • Full Time Schedule
  • Contract

Level of Language Proficiency

Native or fluent and culturally competent Spanish speaker; excellent writing skills in both Spanish and English required.

Native or fluent and culturally competent Spanish speaker; excellent writing skills in both Spanish and English required.

Location

New York, NY

How to Apply

Women, People of Color, People with Disabilities and LGBTQ people strongly urged to apply. Applications will only be accepted electronically. Please submit a resume and cover letter to provided Bamboo link. This position will remain open until filled.

Women, People of Color, People with Disabilities and LGBTQ people strongly urged to apply. Applications will only be accepted electronically. Please submit a resume and cover…

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