Call Center Representative (211 Contact Center Information and referral) - 3rd Shift Hybrid

About the role

Be the connection that helps people find stability. Step into a role where one call can change a life.

Responsibilities

• 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.

Schedule & Environment

• Third Shift: Typically 11:00 PM – 7:00 AM
• 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 or Monday–Friday 3:00 PM–11:30 PM (available March 2026)

Benefits

• Starting pay of $21.00/hour plus $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 receive an additional $0.75 per hour (an additional $1.50 per hour for both languages)
• An outright 5% 401(k) contribution
• Paid Time Off accrued immediately
• 13 paid holidays per year
• Generous health benefits including 80% coverage of medical plan premium and deductible
• Tuition reimbursement (after 1 year)
• Employment at UWC counts toward Public Service Student Loan Forgiveness

Requirements

• High School Diploma or GED plus relevant experience

Qualifications

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; and newly graduated candidates with relevant internship or volunteer experience.