211 Information and Referral Specialist

POSITION TITLE: 211 Information & Referral Specialist

POSITION: Part-Time (Weekends Only)

LOCATION: Saturdays and Sundays

(6:00 am-12:00 pm, 12:00 pm-6:00 pm, 6:00 pm-12:00 am)

REPORTING RELATIONSHIPS:

Position Reports To:  United Way 211 Contact Center Director, United Way 211 Quality Assurance Specialist, United Way 211 Team Lead

PURPOSE OF POSITION:

We are seeking a dependable and customer-focused Weekend Call Center Representative to join our team. The primary role will be to handle inbound and/or outbound calls, assist callers with inquiries, provide information, and ensure excellent service experience. This is a great opportunity for candidates looking for steady weekend work in a supportive and fast-paced environment.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

·       Must be self-motivated and capable of working independently in a remote environment

·       Answer incoming calls promptly, professionally, and courteously.

·       Provide accurate information, resolve issues, or appropriately escalate calls.

·       Record detailed and accurate call notes in the system.

·       Follow call scripts and guidelines to maintain service quality.

·       Communicate clearly with customers and team members.

·       Meet call handling and customer satisfaction targets.

·       Attend scheduled training and team meetings (virtually).

·       Must regularly check and respond to emails in a timely manner to stay informed of updates, schedules, and team communications.

·       Perform disaster duties as needed

·       Perform other 2-1-1 related duties/tasks as required and/or assigned by supervisor.

·       Adhere to company policies and confidentiality standards

QUALIFICATIONS:

·       Available to work every Saturday, Sunday and holidays

·       Previous call center, customer service, or helpdesk experience preferred.

·       Strong communication and problem-solving skills.

·       Proficient typing skills and computer navigation are a must for this role.

·       Dependable with a strong work ethic and punctuality.

EDUCATION:

·       High School Diploma or equivalent; some college preferred.

EXPERIENCE: 

·       Minimum of 1 year call center experience required, preferably in a human services or customer support setting

SKILLS/ABILITIES: 

·       Strong verbal communication and active listening skills

·       Ability to remain calm and professional under pressure

·       Excellent problem-solving and critical-thinking abilities

·       High attention to detail and accuracy when recording information

·       Ability to follow scripts and protocols while maintaining natural conversation

·       Comfortable working independently and as part of a team

·       Reliable time management and organizational skills

·       Ability to handle confidential information with discretion