Part-Time Multi-Program Contact Center Navigator

United Way; Cleveland (OH); On-site; USD 22,000 - 33,000; Part time

Job summary

United Way in Cleveland is seeking a part-time 211 Multi-Program Contact Center Navigator to provide centralized information and referral services across funded programs. You will respond to inquiries via phone, email, text, and chat, screen for eligibility, and connect callers with appropriate resources. Training is paid and runs Monday through Thursday, with evening sessions from 5:00 p.m.

to 10:00 p.m. Total weekly training hours are capped at 19.75; you’ll learn multiple program systems and

Qualifications

• Minimum High School diploma or equivalent.
• At least one year of relevant experience.
• Experience in health and human services or community-facing service preferred.
• Strong interpersonal and communication skills.
• Analytical thinking and problem-solving abilities.
• Ability to learn multiple program data systems and move between them.

Responsibilities

• Responds to inquiries using established policies for assigned programs.
• Learns and navigates program data systems as needed.
• Provides customer service via phone, email, text, and chat to assess needs and determine eligibility.
• Screens callers against program criteria and documents findings.
• Routes callers to appropriate resources or follow-up.
• Maintains confidential information and records for reporting and metrics.
• Works as part of a team and supports peers during high volume periods.

Skills

Customer service

Analytical thinking

Problem solving

Oral and written communications

Team player

Attention to detail

Call center experience

Education

High School diploma or equivalent

Job description

United Way in Cleveland is seeking a part-time 211 Multi-Program Contact Center Navigator to provide centralized information and referral services across funded programs. You will respond to inquiries via phone, email, text, and chat, screen for eligibility, and connect callers with appropriate resources. Training is paid and runs Monday through Thursday, with evening sessions from 5:00 p.m.

to 10:00 p.m. Total weekly training hours are capped at 19.75; you’ll learn multiple program systems and