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