Information and Referral Specialist

211 INFORMATION & 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