Call Center Representative (211 Contact Center Specialist information and referral) - 1st Shift Hybrid
About The Position
Be the Connection That Helps People Find Stability - Step into a Role Where One Call Can Change a Life. This role involves being the calm, knowledgeable guide who helps people find their footing by answering calls, chats, and emails from individuals seeking support and community resources. You will assess needs and provide accurate, meaningful referrals for housing, utilities, food, healthcare, and more. This position requires digging deeper when needed, researching and advocating for callers facing complex barriers, and helping callers understand their options and feel empowered to take next steps. Each interaction must be documented clearly to ensure continuity and follow-up, while adhering to established protocols and safeguarding caller confidentiality. You will collaborate with a caring, mission-driven team that’s always ready to support you. Every day is different—but always meaningful. You will help callers find housing resources, rental assistance or shelter, provide steady, clear guidance to people who feel overwhelmed, and research community programs and tailor referrals to specific needs. This role balances empathy with efficient problem-solving in a fast-paced environment. If you love variety and purpose, you’ll thrive here.
Requirements
- High School Diploma or GED plus relevant experience
- Individuals with backgrounds in social work, psychology, counseling, or human services
- Experience in housing services, case management, advocacy, or call center environments
- Customer service professionals who enjoy helping others problem-solve
- Newly graduated candidates with relevant internship or volunteer experience
Responsibilities
- Answer calls, chats and emails from people seeking support and community resources.
- Assess needs and provide accurate, meaningful referrals for housing, utilities, food, healthcare and more.
- Dig deeper when needed—researching and advocating for callers facing complex barriers.
- Help callers understand their options and feel empowered to take next steps.
- Document each interaction clearly to ensure continuity and follow-up.
- Follow established protocols while safeguarding caller confidentiality.
- Collaborate with a caring, mission-driven team that’s always ready to support you.
Benefits
- Competitive Pay – starting at $21.30/hour plus great benefits.
- Hybrid Schedule – after training, enjoy flexibility with 4 remote days and 1 in-office day.
- Mission-Driven Work – help people find safety, stability and hope.
- Paid, comprehensive training before you take your first live call.
- Ongoing coaching, supervision and team collaboration.
- Clear workflows and protocols to help you succeed.
- A culture centered on accuracy, and sustainable caregiving.
- Starting at $21.30/hour + $1.00 - $2.00 shift differential for qualified hours worked
- Spanish- or Portuguese-speaking applicants who are hired and pass certification after 90 days on the job will get an additional $.75 per hour (an additional $1.50 per hour for both languages).
- An outright 5% 401(k) contribution.
- Paid Time Off in a calendar year – you begin accruing immediately!
- 13 paid holidays per year.
- Generous health benefits including 80% coverage of your medical plan premium and deductible.
- Tuition reimbursement (after 1 year).
- Employment at UWC counts toward Public Service Student Loan Forgiveness.
- Supportive, inclusive, mission-driven workplace
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
