Bilingual Customer Service Representative, Groceries to Go

About the role

Bilingual Customer Service Representatives are required to be fluent in English and Spanish, answering incoming calls to the Groceries to Go call center and making outgoing calls to New Yorkers referred to the program.

Responsibilities

• Answer incoming inquiries via phone and email in a professional manner and following program protocols.
• Screen New Yorkers who reach out to the program or are referred to the program for eligibility to enroll in the program and/or to join a program waitlist.
• Rescreen participants for continued program eligibility.
• Enroll eligible New Yorkers into the program.
• Refer New Yorkers who are looking for food resources to appropriate programs and resources.
• Conduct outreach to Groceries to Go participants, as needed.
• Follow policies and procedures regarding communications and tracking of program participants.
• Attend regular team meetings and escalate issues as appropriate.
• Other duties as assigned to support the overall goals and mission of the department/organization.

Requirements

• Oral and written fluency in Spanish
• Excellent interpersonal and communication skills
• Ability to work in multi-cultural settings with racially, ethnically, and socioeconomically diverse populations
• Experience in customer service
• Experience with resource navigation
• Experience with Salesforce platform

Benefits

• Public Service Loan Forgiveness (PSLF) eligible employer
• Generous Paid Time Off (PTO) policy
• Medical, dental, and life insurance with low or no employee contribution
• A retirement savings plan with generous employer contribution
• Flexible spending medical and commuter benefits plan

Schedule & Hours

Monday-Friday 9:00am-5:00pm or 9:30am-5:30pm; 35 hours per week

Workplace Flexibility Modality

N/A

Work Environment

Fully Remote

Pay

$47,000 to $50,050

Schedule

Not specified

Benefits

• Public Service Loan Forgiveness (PSLF) eligible employer
• Generous Paid Time Off (PTO) policy
• Medical, dental, and life insurance with low or no employee contribution
• A retirement savings plan with generous employer contribution
• Flexible spending medical and commuter benefits plan