Call Center Representative (211 Contact Center Specialist Information and referral) - 2nd Shift Hybrid
$21 per hourUnited Way of Connecticut Inc.
211 Contact Center Specialist Information & Referral/Housing (Second Shift)
Location: Rocky Hill, CT (Hybrid after training)
Schedule: Second shift | Typically 3:00 PM 11:00 PM
Pay: $21.00/hour
Be the Connection That Helps People Find Stability - Step into a Role Where One Call Can Change a Life.
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.
What You'll Do
- 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 neededresearching 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.
A Day in the Life
Every day is differentbut always meaningful.
- Help callers find housing resources, rental assistance or shelter.
- Provide steady, clear guidance to people who feel overwhelmed.
- Research community programs and tailor referrals to specific needs.
- Balance empathy with efficient problem-solving in a fast-paced environment.
If you love variety and purpose, you'll thrive here.
We've Got You Covered
- 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.
Schedule & Environment
- Second Shift: Typically, 3:00 PM 11:00 PM
- Full-time position in a 24/7 operation
- Hybrid schedule after training (4 days remote, 1 day in office)
- Must be available to work holidays or during inclement weather as required
- Training: MondayFriday, 8:00 AM 4:30 PM
Perks & Benefits
- $21.00 - $23.65/hour + $1.00 - $2.00 shift differential for qualified hours worked
- 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).
- 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
Who This Role Is Great For
- 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
Minimum Qualifications
- High School Diploma or GED plus relevant experience
Vacancy posted 1 day ago
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