Call Center Representative (211 Contact Center Specialist Information and referral) - 2nd Shift Hybrid
About The Position
Be the Connection That Helps People Find Stability - Step into a Role Where One Call Can Change a Life. This is a mission-driven role where you will help people find safety, stability, and hope. You will be the calm, knowledgeable guide who helps people find their footing by answering calls, chats, and emails from people seeking support and community resources. You will assess needs and provide accurate, meaningful referrals for housing, utilities, food, healthcare, and more. You will also dig deeper when needed, researching and advocating for callers facing complex barriers, and help callers understand their options and feel empowered to take next steps. Each interaction will be documented clearly to ensure continuity and follow-up, while adhering to established protocols and safeguarding caller confidentiality. You will collaborate with a caring, mission-driven team that’s always ready to support you.
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 successfully complete the applicable language proficiency assessment after 90 days of employment 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
- Starting at $21.30/hour (up to $23.65/hour based on relevant experience, education, and internal equity) + applicable shift differential
- Hybrid Schedule – after training, enjoy flexibility with 4 remote days and 1 in-office day.
- 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.
- $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
