Call Center Representative (211 Contact Center Specialist Crisis) - 3rd Shift Hybrid
The Call Center Representative serves as a critical lifeline for individuals experiencing emotional or mental health crises during the third shift. This role involves providing compassionate support, de-escalating situations, connecting callers to essential resources, and documenting interactions to ensure continuity of care. The position offers a hybrid work schedule after training, competitive pay with shift differentials, and a mission-driven environment focused on community impact and employee wellbeing.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, Healthcare & Nursing.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
Overview
Confidential Client is hiring Third-Shift Call Center Representatives (211 Crisis Contact Center Specialists) to join a mission-driven team providing crisis support via calls, texts and chats. You’ll work primarily overnight, after completing paid on-site training, and will operate on a hybrid schedule (4 remote days / 1 in-office day) once trained.
What You’ll Do
- Answer inbound calls, texts and chats from individuals experiencing emotional or mental health crises.
- Provide calm, compassionate de-escalation and basic crisis intervention using established protocols.
- Assess risks and connect people to community resources, mobile crisis teams, or emergency services as needed.
- Clearly document interactions to ensure continuity of care and appropriate follow-up.
- Escalate situations according to defined pathways and work closely with supervisors and teammates.
- Participate in team problem-solving and shift handoffs to maintain high-quality service 24/7.
A Day in the Life
- Start your shift supporting callers in distress—help someone feel heard and guide them to safety or resources.
- Use evidence-based techniques to stabilize callers and coordinate next steps with community responders.
- Rely on structured scripts and collaborative support—you are never the only person managing a crisis.
Schedule & Location
- Typical schedule: Third shift (typically 11:00 PM – 7:00 AM). Some schedules may combine second- and third-shift hours based on operational needs.
- Full-time role within a 24/7 operation.
- Training is on-site (weekdays, 8:00 AM – 4:30 PM).
- Hybrid after training: 4 remote days and 1 in-office day.
- Must be available to work holidays and during inclement weather as required.
Compensation & Benefits
- Base pay: $24.00–$26.60 per hour (based on experience, education, and internal equity).
- Shift differential: additional $4.00/hour for qualifying hours worked.
- Bilingual pay: Employees proficient in Spanish and/or Portuguese who pass the language assessment after 90 days may be eligible for up to $0.75/hr (one language) or $1.50/hr (two languages).
- 5% employer 401(k) contribution.
- Generous health benefits (including up to 80% premium/deductible coverage).
- Paid time off accrual begins immediately + 13 paid holidays per year.
- Tuition reimbursement (after 1 year).
- Employment may count toward Public Service Loan Forgiveness.
Who Thrives Here / Qualifications
- Bachelor’s degree plus 1 year of experience in human services OR equivalent experience in crisis work.
- Backgrounds in social work, counseling, psychology, criminal justice, shelters, hotlines, or behavioral health are a strong fit.
- Experience in crisis response, mental health services, or customer service preferred.
- Strong verbal communication and active listening skills; calm under pressure.
- Ability to follow protocols, document clearly, and work as part of a team.
- Bilingual candidates (Spanish/Portuguese) encouraged to apply.
- Reasonable accommodations are available—if you need assistance during the application or hiring process, the Confidential Client will provide support.
Training & Support
- Paid, comprehensive training before taking live calls.
- Ongoing coaching, supervision, and clear escalation pathways.
- Supportive culture that acknowledges compassion fatigue and prioritizes staff wellbeing.
Application Deadline: August 22, 2026
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
Negotiate a higher salary! Check the salary ranges for this job type in your area.
View My Salary Range