Call Center Representative (211 Contact Center Specialist Information and referral) - 2nd Shift Hybrid
$44,304–$49,192 year
HybridRocky Hill, Connecticut, United States
Job Summary
Answer calls, chats, and emails from individuals seeking support and community resources, assessing needs to provide accurate referrals for housing, utilities, food, healthcare, and shelter. Research community programs and advocate for callers facing complex barriers while documenting interactions to ensure continuity and follow-up. Balance empathy with efficient problem-solving in a 24/7 operation, typically working the second shift from 3:00 PM to 11:00 PM. Requires a high school diploma or GED, with backgrounds in social work, psychology, or case management preferred. Hybrid schedule after training includes four remote days and one in-office day.
Required Qualifications
- High School Diploma or GED
- Relevant experience
- 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
- Must be available to work holidays or during inclement weather as required
- Must be available for second shift (typically 3:00 p.m. – 11:00 p.m.)
- Must be available for a combination of second- and third-shift hours based on operational needs
- Spanish- or Portuguese-speaking applicants who are hired and successfully complete the applicable language proficiency assessment after 90 days of employment
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