Call Center Representative (211 Contact Center Specialist) - 1st Shift Hybrid

United Way of Connecticut Inc•Rocky Hill, CT

3d•$21 - $24•Hybrid

About The Position

Be the Connection That Helps People Find Stability - Step into a Role Where One Call Can Change a Life. Why You'll Love This Role $1,000 Sign-On Bonus – because we value YOU from day one! · Competitive Pay – $21/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. What You’ll Do You’ll be the calm, knowledgeable guide who helps people find their footing: 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. A Day in the Life Every day is different—but always meaningful. Help callers find housing resources, rental assistance or shelter. Provide steady, clear guidance to people who feel overwhelmed. Research community programs and tailor referrals to specific needs. Balance empathy with efficient problem-solving in a fast-paced environment. If you love variety and purpose, you’ll thrive here. We’ve Got You Covered We’ve got your back—every step of the way. 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.

Requirements

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
High School Diploma or GED plus relevant 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.
Help callers find housing resources, rental assistance or shelter.
Provide steady, clear guidance to people who feel overwhelmed.
Research community programs and tailor referrals to specific needs.
Balance empathy with efficient problem-solving in a fast-paced environment.

Benefits

$21.00 - $23.65/hour + $1.00 - $2.00 shift differential for qualified hours worked
$1,000 sign-on bonus
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