Call Center Representative – 211 Contact Center Specialist, Information and Referral

United Way of Connecticut

Call Center Representative assisting clients with housing resources and referrals. Work in a hybrid model in Rocky Hill, CT helping people find safety and stability.

Posted 5/19/2026full-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.
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.

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

Paid, comprehensive training before taking first live call.
Ongoing coaching, supervision and team collaboration.
Clear workflows and protocols to help you succeed.
A culture centered on accuracy, and sustainable caregiving.
Spanish- or Portuguese-speaking applicants who are hired and pass certification after 90 days on the job will get an additional $.75 per hour (an additional $1.50 per hour for both languages).
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

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Applicant Tracking System Keywords

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

Soft Skills

advocacyproblem-solvingcommunicationcollaborationcustomer serviceresearchdocumentationconfidentialityempowermentneeds assessment

Certifications

High School DiplomaGED