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

Description: **\|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** 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 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** * **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: 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 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 Forgiv