Community Care Advocate

This is a high-volume, high-stress inbound call center role supporting low-income individuals seeking assistance with utility bills (especially DTE and water), housing assistance, food resources, childcare, clothing, shelter, and other social services. Candidates must demonstrate a strong balance of empathy and efficiency, genuinely caring about callers while maintaining call flow, documenting information, and handling back-to-back calls throughout the shift.

Responsibilities

• Handle high-volume inbound calls (30+ per day, often higher) with an average handling time of 5-7 minutes
• Provide empathetic support to callers seeking assistance with utility bills, housing, food, childcare, clothing, shelter, and other social services
• Document call details accurately and navigate multiple databases and systems simultaneously
• Maintain professionalism when callers are upset, yelling, or swearing
• Uncover additional needs beyond the caller’s initial request
• Work continuously in a queue environment while wearing a headset

Requirements

• Minimum 1 year of high-volume inbound call center experience
• Comfortable handling 30+ calls per day (preferably much higher)
• Experience working in a queue environment
• Strong typing and note-taking skills while talking
• Ability to navigate databases and multiple systems
• Empathy, compassion, and active listening skills
• Resilience under pressure and ability to remain professional with upset callers
• Self-directed learner

Schedule

• Permanent shift: 12:30 PM - 9:00 PM
• Training schedule:
  • Week 1: Onsite, 8:30 AM - 5:00 PM
  • Week 2: Shadowing with flexibility to work trainer’s schedule

Pay

$19.00 - $19.00/hr

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan (pre-tax and Roth post-tax contributions available)
• Life Insurance (Voluntary Life & AD&D for employee and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)

About the Role

• Contract to Hire position based in Detroit, MI
• Fully remote work