Call Specialist-Contact Center

Pay

$20.00 per hour

Schedule

• Full-time, 40 hours per week
• 211 Maine operates 24 hours a day; flexibility is required
• Remote work may be an option (to be discussed during interview)
• On-site orientation required; some on-site training may be required

Location

Office based in South Portland, ME. Remote work may be an option to be discussed during an interview.

About the role

211 Maine is a free, confidential information and referral service. Call Specialists receive calls, texts, and emails from individuals seeking access to health and human services and guidance to help them connect with essential community services. Specialists provide quality customer service, empathetic care, and informed problem-solving for individuals in need. The role requires complete, thorough, and accurate documentation as required by the program with timeliness to meet program standards. Comfort with multiple platforms is crucial to successful completion of training.

Responsibilities

• Answer incoming calls, texts, and emails from individuals seeking health and human service referrals
• Provide empathetic, quality customer service and informed problem-solving
• Complete thorough and accurate documentation in a timely manner to meet program standards
• Navigate and utilize multiple software platforms effectively
• Maintain confidentiality and adhere to program protocols

Qualifications

• High School Diploma or equivalent required; Associates Degree preferred
• Ability to obtain certification as an Information and Referral Specialist (CIRS) within 3 years
• Computer proficiency in Microsoft Office required
• Strong working knowledge of computers and software programs required
• Previous experience in a call center or providing Information & Referral preferred
• High degree of accuracy and attention to detail at all times
• Ability to plan and utilize time efficiently
• Ability to take initiative
• Excellent written and verbal communication skills
• Must successfully pass a criminal background check, child protective service check, and sex offender check
• Must not be on the state or federal suspension and disbarment list
• Normal office conditions: sitting, occasional standing, walking, reaching, stooping, bending, kneeling, crouching, typing, and lifting up to 10 pounds
• Driving may be necessary to attend meetings and trainings but is not a primary job responsibility

Benefits

Offered to full-time and part-time employees:

• Generous paid time off accrual
• 9 paid holidays per calendar year and up to 3 floating holidays per calendar year
• Excellent medical benefits at very reasonable cost
• Dental and Vision insurance options
• Agency-paid basic life insurance and STD & LTD disability insurances
• 403(b) retirement with a generous agency match (all employees eligible)
• Tuition Reimbursement – offered once per year through an application process
• Qualified employer under the Public Service Loan Forgiveness (PSLF) program

About the organization

The Opportunity Alliance (TOA) is “Helping People Reach for a Brighter Future.” Mission: The Opportunity Alliance works with people to build better lives and stronger communities. We provide advocacy, leadership, and support to identify the goals and address the needs of individuals, families, and communities. TOA is a dynamic, results-focused Community Action Agency providing approximately 50 integrated community-based and clinical programs serving more than 20,000 people annually throughout the State of Maine. With over 50 years of experience, TOA draws from a comprehensive set of programs addressing issues such as mental health, substance use, homelessness, lack of basic needs, and access to community supports. TOA is client-focused with extensive experience working with diverse client populations. Programming includes four key sectors: Mental Health & Wellness, Community Building, Family & Early Childhood Education, and Economic Resources.