More jobs:
Call Center Representative; Contact Center Specialist - 1st Shift Hybrid
Job in
Rocky Hill, Hartford County, Connecticut, 06067, USA
Listed on 2026-01-15
Listing for:
United Way of Connecticut Inc
Full Time
position Listed on 2026-01-15
Job specializations:
-
Customer Service/HelpDesk
Call Center / Support, Bilingual, Customer Service Rep
Job Description & How to Apply Below
??|2-1-1 Contact Center Specialist ??? Information & Referral/ Housing (First Shift)??|Location: Rocky Hill, CT (Hybrid after training)
|Schedule: First Shift | Typically 7:00 AM ??? 3:00 PM
|Pay: $21.00/hour|Be the connection that helps people find stability.
United Way of Connecticut is seeking compassionate, organized, and service-driven individuals to join our 2-1-1 Information & Referral / Housing team??
In this role, you will help individuals and families navigate essential resources such as housing, utilities, food access, healthcare, and other community-based supports. You are often the first step toward stability for people facing challenging circumstances.
What You???ll Do
- Answer calls, chats, and emails from individuals seeking information and community resources
?? - Assess caller needs and provide accurate referrals related to housing, utilities, food, healthcare, and social services
?? - Conduct research and advocacy for callers with more complex needs
?? - Support callers in navigating systems and understanding available options
?? - Document all interactions clearly to ensure continuity and follow-up
?? - Follow established protocols while maintaining confidentiality
?? - Work collaboratively as part of a supportive, mission-driven contact center
??
- Helping callers locate housing resources, rental assistance, or shelter options
?? - Providing clear guidance to individuals who feel overwhelmed or unsure where to start
?? - Researching community programs and delivering tailored referrals
?? - Balancing empathy with problem-solving in a fast-paced environment
??
- Paid, comprehensive training before handling live contacts
?? - Ongoing coaching, supervision, and team collaboration
?? - Clear workflows, protocols, and performance expectations
?? - A culture that values accuracy, compassion, and sustainability in helping others
??
- First Shift: Typically, 7:00 AM ??? 3:00 PM
?? - Full-time position in a 24/7 contact center environment
?? - Hybrid schedule after training (4 days remote, 1 day in office)
?? - Training Schedule: Monday???
Friday, 8:00 AM ??? 4:30 PM (required regardless of shift)
?? - Must be available to work holidays or during inclement weather as required
??
- $21.00/hour
?? - 5% employer-paid 401(k) contribution
?? - Paid Time Off begins immediately
?? - 13 paid holidays or premium pay if worked
?? - Supportive, inclusive, mission-driven workplace
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