Call Center Representative (211 Contact Center Information and referral) - 3rd Shift Hybrid

United Way of Connecticut Inc • Rocky Hill, CT

12h • Hybrid

About The Position

The 211 Contact Center Specialist – Information & Referral/Housing role is a third shift position located in Rocky Hill, CT, with a hybrid work schedule after training. The role involves being the primary point of contact for individuals seeking support and community resources, providing accurate referrals for housing, utilities, food, healthcare, and more. Specialists are expected to assess needs, research complex issues, advocate for callers, explain options, and document interactions while maintaining confidentiality. The position is part of a 24/7 operation and requires collaboration with a mission-driven team.

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

Nice To Haves

• 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).

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

• $21.30 -/hour + $1.00/$2.00 shift differential for qualified hours worked
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED