Call Specialist

The Opportunity Alliance; South Portland (ME); Hybrid; USD 22,000 - 31,000; Full time

Benefits offered by this job

Generous paid time off

9 paid holidays

Extremely good medical benefits

Dental and Vision insurance

Life insurance and disability

403(b) retirement with generous match

Tuition Reimbursement

Job summary

The Opportunity Alliance is seeking a Call Specialist for 211 Maine to support the Contact Center. The role involves handling calls, texts and emails, delivering empathetic, informed assistance and thorough documentation for a 32‑hour full-time schedule.

Office is based in South Portland, ME with potential remote options after interview. Candidates should have a High School Diploma, and an Associate's Degree is preferred; certification as an Information and Referral Specialist (CIRS) may be

Qualifications

• Must have a High School Diploma or equivalent.
• Associate's Degree preferred.
• Ability to obtain information and referral certification (CIRS) within 3 years.
• Excellent written and verbal communication skills.

Responsibilities

• Answer calls, texts and emails from individuals seeking health and human services information.
• Provide quality customer service, empathetic care and informed problem-solving.
• Complete required documentation accurately and in a timely manner.
• Navigate multiple platforms as part of training.

Skills

Customer service

Empathetic communication

Problem solving

Time management

Documentation

Education

High School Diploma

Associate's Degree

Tools

Microsoft Office

Job description

Call Specialist – 211 Maine / Contact Center

Pay rate: $19.00/hour

The 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.
• Associate's 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) preferred.
• High 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

• Generous paid time off accrual
• 9 paid holidays per calendar year and up to 3 floating holidays per calendar year
• Excellent medical benefits at very reasonable cost
• Dental and Vision insurance options
• Agency paid basic life insurance and STD & LTD disability insurances
• 403(b) retirement with a generous agency match (all employees are eligible)
• Tuition Reimbursement – offered once per year through an application process
• The Opportunity Alliance (TOA) is a qualified employer under the Public Service Loan Forgiveness (PSLF) program.

Our Mission

"Helping People Reach for a Brighter Future". 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 & Wellness, Community Building, Family & Early Childhood Education, Economic Resources.

Contact & Additional Information

To learn more about our benefits please visit https://www.opportunityalliance.org/explore-our-benefits.

For general inquiries: [e-mail]

Administrative Office: 50 Lydia Lane South Portland, ME 04106