Call Center Representative, 211 Contact Center Specialist - 1st Shift

United Way of Connecticut

Call Center Representative at United Way, guiding individuals to necessary community resources. Engaging callers through various communication methods in a supportive, mission-driven environment.

Posted 4/14/2026full-timeRocky Hill • Connecticut • 🇺🇸 United StatesMid-LevelSenior💰 $21 per hourWebsite

About the role

Key responsibilities & impact

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.
Document each interaction clearly to ensure continuity and follow-up.
Help callers understand their options and feel empowered to take next steps.
Balance empathy with efficient problem-solving in a fast-paced environment.

Requirements

What you’ll need

High School Diploma or GED plus relevant experience
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
Newly graduated candidates with relevant internship or volunteer experience

Benefits

Comp & perks

$1,000 sign-on bonus
$21.00 - $23.65/hour + $1.00 - $2.00 shift differential for qualified hours worked
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).

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

empathyproblem-solvingcommunicationcustomer serviceadvocacy

Certifications

High School DiplomaGED