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. 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