Call Center Representative (211 Contact Center Information and referral) - 3rd Shift Hybrid
About The Position
This role involves being the connection that helps people find stability by answering calls, chats, and emails from individuals seeking support and community resources. The representative will assess needs, provide referrals for housing, utilities, food, and healthcare, and research and advocate for callers facing complex barriers. The position requires documenting interactions, following protocols, and safeguarding caller confidentiality, all within a collaborative, mission-driven team environment. The work is meaningful, offering variety and purpose in a fast-paced setting.
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.
- 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
- $21.00 - $23.65/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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
