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

Description

• 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 needed—researching 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 different—but 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 back—every 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: Monday–Friday, 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