Call Center Representative (211 Contact Center Specialist Information and referral) - 2nd Shift Hybrid

United Way of Connecticut Inc • Rocky Hill, CT

7h • $21 - $24 • Hybrid

About The Position

This role is for a 211 Contact Center Specialist focusing on Information & Referral/Housing on the second shift. The position is hybrid after training, with typically 4 remote days and 1 in-office day. The primary function is to be the connection that helps people find stability by answering calls, chats, and emails from individuals seeking support and community resources. Responsibilities include assessing needs, providing accurate referrals for housing, utilities, food, and healthcare, researching and advocating for callers with complex barriers, helping callers understand their options, and documenting each interaction clearly while following established protocols and safeguarding caller confidentiality. The role operates within a 24/7 operation and requires availability to work holidays or during inclement weather as needed. The organization, United Way of Connecticut, Inc., is dedicated to fighting for the health, education, and financial stability of every person in every community and denounces racism and ethnic discrimination.

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

What This Job Offers

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