Call Center Representative – 211 Contact Center Information and referral

United Way of Connecticut

Call Center Representative assisting individuals in need of community resources in the United States. Answering calls and providing referrals while collaborating with a mission-driven team.

Posted 4/14/2026full-timeRocky Hill • Connecticut • 🇺🇸 United StatesMid-LevelSenior💰 $21 - $24 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.
Collaborate with a caring, mission-driven team that’s always ready to support you.

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
Competitive Pay – $21/hour plus great benefits.
Hybrid Schedule – 4 remote days and 1 in-office day after training.
Paid, comprehensive training before you take your first live call.
Ongoing coaching, supervision and team collaboration.
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

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Applicant Tracking System Keywords

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

Soft Skills

customer serviceproblem-solvingcollaborationcommunicationadvocacycase managementreferral assessmentdocumentationsupportempowerment

Certifications

High School DiplomaGED