Call Center Representative (211 Contact Center Specialist Information and referral) - 2nd Shift Hybrid

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: Starting at $21.30/hour (up to $23.65/hour based on relevant experience, education, and internal equity) + applicable shift differential Be the Connection That Helps People Find Stability - Step into a Role Where One Call Can Change a Life. Competitive Pay $21.30$23.65 /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 You'll be the calm, knowledgeable guide who helps people find their footing:

• 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

We've got your backevery step of the way.

• 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

• Full-time position in a 24/7 operation
• Most schedules are primarily second shift (typically 3:00 p.m. 11:00 p.m.); however, some positions may require a combination of second- and third-shift hours based on operational needs.
• 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 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).
• 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

Requirements

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

Application Deadline September 25, 2026