Contact Center Call Specialist

Call Specialist – 211 Maine / Contact Center Pay rate: $19.00/hour. Overview Supports the 211 Maine Contact Center, a free, confidential information and referral service. Call Specialists receive calls, texts, and emails from individuals seeking health and human services and guidance to connect them with essential community services. They provide quality customer service, empathetic care, and informed problem‑solving skills while ensuring complete, thorough, and accurate documentation. Responsibilities Receive and respond to calls, texts, and emails from callers seeking information and referral services. Provide clear and compassionate communication, guiding callers to appropriate community resources. Document all interactions accurately and in a timely manner, meeting program standards. Manage multiple platforms and computer systems required for training and daily operations. Attend on‑site orientation and required training sessions. Work Schedule & Location Full‑time, 32 hours per week. The 211 Maine program operates 24 hours; flexibility to work varying shifts is required. Office is located in South Portland, ME. Remote work may be discussed during the interview; however on‑site training and orientation are mandatory. Qualifications High School Diploma or equivalent (Associate’s Degree preferred). Ability to obtain Information and Referral Specialist (CIRS) certification within 3 years. Proficiency with Microsoft Office and other computer programs. Previous experience in a call center or information & referral setting preferred. Strong attention to detail, planning, and time‑management skills. Excellent written and verbal communication skills. Ability to pass a criminal background, child protective services, and sex offender checks. Must not be listed on state or federal suspension and disbarment lists. Benefits Generous paid time off accrual. 9 paid holidays and up to 3 floating holidays per calendar year. Reasonable medical benefits. Dental and vision insurance options. Basic life insurance and STD & LTD disability insurance paid by the agency. 403(b) retirement plan with a generous agency match. Annual tuition reimbursement through an application process. Background Check Applicants must successfully pass criminal background, child protective services, and sex offender checks, and cannot be on the state or federal suspension and disbarment lists. #J-18808-Ljbffr The Opportunity Alliance