Call Specialist-Contact Center

Opportunity Alliance; Portland (ME); Hybrid; USD 40,000 - 44,000; Full time

Benefits offered by this job

Generous paid time off

Medical benefits

Dental and Vision insurance

403(b) retirement with company match

Tuition Reimbursement

Job summary

The Opportunity Alliance is hiring a Call Specialist for the 211 Maine program in South Portland, ME. This full-time role involves handling calls, texts, and emails to connect individuals with health and human services, with accurate documentation and empathetic, informed problem-solving.

The position requires a high school diploma, strong communication skills, and computer proficiency. A 3-year path to CIRS certification is offered, with on-site orientation and possible hybrid work discussed

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 written and verbal communication skills.

Responsibilities

• Answer calls, texts, and emails from individuals seeking health and human services information.
• Provide empathetic, customer-focused service and problem-solving support.
• Document interactions thoroughly and accurately to program standards.
• Be comfortable using multiple platforms and participating in training and orientation.

Skills

Customer Service

Communication

Problem Solving

Typing

Education

High School Diploma

Associates Degree preferred

CIRS certification within 3 years

Tools

Microsoft Office

CRM software

Job description

# **Call Specialist****211 Maine / Contact Center** **Pay rate**: $20.00/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, 40 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) 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**: **Our benefits include but are not limited to:**(offered to full-time and part-time employees)* 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.To learn more about our benefits please visit, **https://www.opportunityalliance.org/explore-our-benefits****Who 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 & Wellness* Community Building* Family & Early Childhood Education* Economic 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!**