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

United Way of Connecticut Inc•Rocky Hill, CT

6d•$21 - $24•Hybrid

About The Position

The 211 Contact Center Specialist - Information & Referral/Housing role is a first shift position located in Rocky Hill, CT, with a hybrid work schedule after training. The pay is $21.00 per hour. This role involves being the primary point of contact for individuals seeking support and community resources, providing them with accurate and meaningful 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 mission-driven team focused on helping people find safety, stability, and hope.

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.
Research and advocate 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.

Benefits

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.
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.
$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