Neighbor Support - Temporary Specialist Role

General Description

Neighbors across Cook County regularly contact the Food Depository with questions about food access, public benefits, and volunteer opportunities. The Specialist will provide high-quality, values-aligned service to all neighbors as their initial point of contact with the Food Depository, connecting them with appropriate support and resources.

Key Responsibilities And Essential Functions

• Provide quality customer service with a courteous and approachable demeanor and holistic focused neighbor support, both in-person and via telephone.
• Accurately assess caller’s needs and screen for services and programs according to Standard Operating Procedures (SOP).
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups.
• Deliver on key performance indicators (KPIs) and organizational goals.
• Use Neighbor CRM metrics/tracking tool and assist with reporting as needed.
• Document neighbor calls correctly into relevant technology platforms, including the Neighbor CRM tool.
• Maintain accurate case files and client records.
• Respect and maintain client confidentiality.
• Demonstrate a willingness and ability to work with challenging callers.
• Connect, screen and refer neighbors to other stabilizing resources and services, such as WIC, Medicaid, emergency financial assistance, food pantries, employment services, and other.
• Provide administrative support for the submission of benefits applications and supporting documentation, as assigned.

Qualifications

• 2 years of customer service experience required.
• Pleasant, patient, and friendly attitude, along with great listening skills.
• Ability to multitask, use multiple technology programs simultaneously, and manage time effectively.
• Team player and proven ability to work effectively with people of diverse ethnic and socio/economic backgrounds.
• High proficiency in MS Office: Word, Excel, and Outlook preferred.
• Bilingual (English/Spanish) preferred but not required.

Benefits

• Employee Assistance Program
• Generous paid time off
• Parental leave
• On-site gym
• $250 employee referral bonus