Call Specialist

The Opportunity Alliance; South Portland (ME); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Generous PTO accrual

9 paid holidays per year

Dental and Vision insurance

Agency paid life insurance

403(b) retirement with match

Tuition Reimbursement

Job summary

The Opportunity Alliance in South Portland, ME, is seeking full-time Call Specialist(s) to support the 211 Maine Contact Center. The role handles calls, texts, and emails from individuals seeking health and human services, delivering empathetic, informed assistance and precise documentation to meet program standards.

Office base in South Portland with potential remote option; on-site orientation required and some on-site training may be needed.

Qualifications

• High School Diploma or equivalent required.
• Associates Degree preferred.
• Ability to obtain certification as an Information and Referral Specialist (CIRS) within 3 years.
• Strong computer proficiency and familiarity with software programs.

Responsibilities

• Handle calls, texts, and emails from individuals seeking access to health and human services.
• Provide quality customer service, empathetic care, and informed problem-solving.
• Document thoroughly and accurately to meet program standards and timelines.
• Support the 211 Maine program and participate in on-site orientation and training.

Skills

Customer service

Empathy

Problem solving

Time management

Attention to detail

Communication

Multi-platform tech

Education

High School Diploma or equivalent

Associates Degree preferred

Tools

Microsoft Office

Job description

Call Specialist211 Maine / Contact CenterPay rate: $20.00/hourThe Opportunity Alliance is looking to hire a full-time Call Specialist(s) to jump in and support the Contact Center/211 Maine.211 Maine is a free, confidential information and referral service. Our Call Specialists receive calls, texts and emails from individuals seeking access to health and human services and guidance to help them connect with essential community services. In this role, our specialists are expected to provide quality customer service, empathetic care, and informed problem-solving skills for individuals in need. This position will also require complete, thorough and accurate documentation as required by the program with timeliness to meet program standards. Comfort with multiple platforms is crucial to the successful completion of training.Schedule: Full-time, 32 hours.211 Maine is a 24-hour program, flexibility is required.Location: Office is based in South Portland, ME. Remote work may be an option to be discussed during an interview. Will be required to attend an on-site orientation and some on-site training may be required.Qualifications:High School Diploma or equivalent required. Associates Degree preferred.Ability to obtain certification as an Information and Referral Specialist (CIRS) within 3 years.Computer proficiency in Microsoft Office required. Strong working knowledge of computers and software programs required.Previous experience (in a call center or providing Information & Referral) preferredHigh degree of accuracy and attention to detail at all times and an ability to plan and utilize time in an efficient manner required.Ability to take initiative required.Excellent written and verbal communication skills required.Must be able to successfully pass a criminal background, child protective service check & sex offender check.Must not be on the state or federal suspension and disbarment list.Normal office conditions such as sitting, with occasional standing, walking, reaching, stooping, bending, kneeling, crouching, typing and lifting up to 10 pounds.Driving may be necessary to attend meetings and trainings but is not a primary and essential job responsibility.Benefits: Our benefits include but are not limited to:(offered to full-time and part-time employees)Generous paid time off accrual9 paid holidays per calendar year and up to 3 floating holidays per calendar yearExcellent medical benefits at very reasonable costDental and Vision insurance optionsAgency paid basic life insurance and STD & LTD disability insurances403(b) retirement with a generous agency match (all employees are eligible)Tuition Reimbursement – offered once per year through an application processThe Opportunity Alliance (TOA) is a qualified employer under the Public Service Loan Forgiveness (PSLF) program.To learn more about our benefits please visit, https://www.opportunityalliance.org/explore-our-benefitsWho we are…The Opportunity Alliance is “Helping People Reach for a Brighter Future”.Mission: The Opportunity Alliance works with people to build better lives and stronger communities. We provide advocacy, leadership, and support to identify the goals and address the needs of individuals, families, and communities.The Opportunity Alliance (TOA) is a dynamic, results-focused Community Action Agency providing approximately 50 integrated community-based and clinical programs serving more than 20,000 people annually throughout the state of Maine. With over 50 years of experience, TOA draws from a comprehensive set of programs which address issues such as mental health, substance use, homelessness, lack of basic needs, and access to community supports. Through an extensive array of services, TOA provides opportunities for individuals to stabilize fragile situations and then works with them to achieve self-sufficiency. TOA is client-focused with extensive experience working with diverse client populations. TOA programming includes four key sectors of service:Mental Health & WellnessCommunity BuildingFamily & Early Childhood EducationEconomic Resources ____________________________________________________________If you are viewing this posting on a third-party site, please visit our website at https://opportunityalliance.wd1.myworkdayjobs.com/Careers to apply.Please submit a cover letter and resume along with your application.Thank you!