Neighbor Support - Temporary Specialist Role

Neighbor Support - Temporary Specialist Role

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Greater Chicago Food Depository - Chicago, IL 60632

Overview

Salary Range $24.00 - $25.00 Hourly Position Type Full Time Education Level Not Specified

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. Activities include pre-screening for public benefits eligibility, information dissemination, training, referral support, and data tracking. In addition, the Specialist will use software systems such as a client CRM and a call center.

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
• At times, required to perform additional duties beyond those specified.
• Exposure: Standard office environment (hybrid schedule) with limited exposure to warehouse operations.
• Some evening and weekend hours are occasionally required, based on volume.
• Interacts with Greater Chicago Food Depository staff, partners, volunteers, and others.

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