Community Care Advocate

TEKsystems•Detroit, MI

3d•$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
Ability to uncover additional needs beyond the initial request
Remains professional when callers are upset, yelling, or swearing
Resilient 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 back-to-back calls throughout the shift.
Maintain call flow.
Document information.
Support low-income individuals seeking assistance with utility bills, housing, food, childcare, clothing, shelter, and other social services.