Hybrid Community Care Advocate

TEKsystems•Detroit, MI

8d•$19 - $19•Remote

About The Position

This is a high-volume, high-stress inbound call center role supporting low-income individuals seeking assistance with utility bills (especially DTE and water), housing assistance, food resources, childcare, clothing, shelter, and other social services. Candidates must demonstrate a strong balance of empathy and efficiency. They need to genuinely care about callers while maintaining call flow, documenting information, and handling back-to-back calls throughout the shift.

Requirements

Minimum 1 year of high-volume inbound call center experience.
Experience working in a queue environment.
Comfortable handling 30+ calls per day (preferably much higher).
Average call handling times around 5-7 minutes.
Experience wearing a headset and working calls continuously.
Able to type and talk simultaneously.
Strong note-taking/documentation skills.
Comfortable navigating databases and multiple systems.
Empathy and compassion.
Active listening skills.
Ability to uncover additional needs beyond the initial request.
Ability to remain professional when callers are upset, yelling, or swearing.
Resilience under pressure.
Self-directed learner.
Must be willing to work the permanent shift: 12:30 PM - 9:00 PM.
Must be available for training: Week 1: Onsite, 8:30 AM - 5:00 PM; Week 2: Shadowing and must be flexible to work trainer's schedule.

Responsibilities

Handle high-volume, high-stress inbound calls.
Provide assistance with utility bills, housing, food resources, childcare, clothing, shelter, and other social services.
Maintain call flow and document information accurately.
Handle back-to-back calls throughout the shift.
Demonstrate empathy and efficiency in interactions with callers.
Uncover additional needs beyond the initial request.
Remain professional when callers are upset, yelling, or swearing.