PCs for People - Community Engagement Hub (Call Center) Representative

PCs for People

About PCs for People

PCs for People is a national nonprofit committed to digital inclusion and environmental sustainability. We provide affordable technology and internet access to individuals and families across the country, helping bridge the digital divide and empower communities.

About the Role

The Community Engagement Hub Representative is a hands-on call center professional responsible for delivering high-quality member support with a strong focus on client experience. This role supports members by handling inbound and outbound calls and resolving account and service issues. This position leads through action and consistency on the phones.

Key Responsibilities

Member Support (Primary)

• Handle inbound and outbound member calls with professionalism, empathy, and efficiency
• Resolve member issues related to accounts, eligibility, devices, programs, and services
• Serve as an escalation point for complex or sensitive member concerns
• Maintain accurate and detailed documentation in CRM and internal systems
• Meet or exceed established performance metrics (AHT, QA, attendance, CSAT)

Quality & Process Adherence

• Follow all call handling, compliance, and documentation standards
• Flag recurring connectivity issues, system errors, or process gaps to leadership
• Support consistency and accuracy in member and connectivity resolutions
• Maintain professionalism and steady performance in high-volume environments
• Other duties as requested

• 2+ years of call center or customer support experience
• Experience handling high call volume in a structured environment
• Strong problem-solving skills and attention to detail
• Clear, calm, and confident communication style
• Comfortable navigating CRM systems, ticketing tools, and service platforms
• Reliable, accountable, and able to work independently
• Experience supporting internet, mobile, or connectivity-related services
• Experience in nonprofit or membership-based organizations

What We Value

• Genuine interest in people, technology, and digital equity
• Compassionate, curious, and community-minded
• Graceful under pressure and adaptable in dynamic situations
• Collaborative teammate who brings energy and empathy to every interaction
• Self-motivated and solutions-oriented thinker
• Previous networking and/or installation experience highly desirable

We are a growing non-profit and expect this position to drive continued growth. We have a casual, fun, team-oriented environment.

Benefits Include

Medical - Choice of Plans

Dental - Choice of Plans

Vision

401k with Match

Voluntary Disability Insurance

Voluntary Life Insurance

Vacation and Sick Leave

EEO Statement

PCs for People is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We consider qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, genetic information, or any other legally protected status. We encourage applications from individuals with diverse backgrounds and lived experiences that align with our mission of digital equity and community empowerment.