Lead Contact Center Specialist - Information and Referral Services
Rocky Hill, CT 211
Job Type
Full-time
Description
2-1-1 Lead Contact Center Specialist - Information and Referral Services


In addition to 2-1-1 Senior Contact Center Specialist – Information and Referral Services duties, the 2-1-1 Lead Contact Center Specialist – Information and Referral Services assists team members in delivering quality services to callers. The 2-1-1 Lead Contact Center Specialist – Information and Referral Services also works with the 2-1-1 leadership team to design, implement, and deliver on key projects and new business initiatives. This position strives to fulfill the mission of United Way of Connecticut (UWC) at all times while at work.


The Pay & Benefits: $23.00 per hour pay rate PLUS shift differential;

Spanish- or Portuguese-speaking applicants who are hired and pass certification will get an additional $.75 per hour.

  • An outright 8% 401(k) contribution.
  • 20 days of Paid Time Off in a calendar year – you begin accruing immediately!
  • 13 paid holidays per year or special pay for worked holidays
  • Generous health benefits including 80% coverage of your medical plan premium and deductible.
  • Tuition reimbursement after 1 year
  • Employment at UWC counts toward Public Service Student Loan Forgiveness.
  • Supportive, culturally diverse, and inclusive company culture.
  • And more!

Available Shifts:

Tuesday through Saturday 9:00 a.m. - 5:30 p.m.


After job training, position will be hybrid (in office and remote).

Requirements
  • Bachelor's degree in social work, psychology, counseling or related field with three plus years’ work experience in a human services position preferred, or an Associate’s degree in social work, psychology, counseling or related field with five plus years’ work experience in a human services position required.
  • Superb communication skills.
  • Demonstrated expertise working in a call/contact center environment using call center technology and multiple databases preferred.
  • Must be willing and able to report to work in adverse weather conditions.
  • Must be able to work additional hours off-shift, weekends, and holidays as needed.
  • Certified as an Information and Referral Specialist (CIRS) after one year of employment and certified as a Crisis Worker through American Association of Suicidology (AAS) required.
  • Proficiency with MS Office applications.
  • Ability to handle a high call volume in a fast-paced contact center environment.
  • Ability to diffuse difficult situations while handling calls.
  • Ability to follow strict guidelines in regard to verification and authorization.
  • Ability to maintain a high level of confidentiality in day-to-day duties.
  • Ability to follow strict guidelines in regard to verification and authorization.
  • Solid written and verbal communication, listening, organization and priority setting skills.
  • Strong customer focus in all tasks and activities, even while under pressure.
  • Solid problem solving skills.
  • Ability to work and produce in a team environment.
  • Ability to relate well with people from diverse groups.
  • Bilingual, English/Spanish preferred.
  • Ability to perform job with integrity and values consistent with the UWC Mission.
APPLICATION DEADLINE IS June 2, 2022

United Way of Connecticut, Inc. endeavors to make www.ctunitedway.org accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact (860) 571-7500. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.


United Way fights for the health, education, and financial stability of every person in every community. We unequivocally denounce racism and ethnic discrimination in all forms, and we remain committed to building a future of greater opportunity and true equity for all people living in our communities. We act by tackling the structural barriers to equity from past and present systemic racism that have impeded the health, safety and wellbeing of traditionally marginalized people.