Coordinator, Customer Service

Capital-Area-Food-Bank; Washington (District of Columbia); On-site; USD 33,000 - 40,000; Full time

Job summary

Capital Area Food Bank is seeking a CSFP Customer Service Coordinator to support the East Capitol Walk-In Center, including client intakes, package distribution, and CSFP/SFMNP coordination. The role emphasizes high-quality client service, USDA compliance, and community engagement within the DC area.

You will handle incoming requests, assist with renewals, and collaborate with the CSFP team to improve service delivery while adhering to food safety standards and program guidelines.

Qualifications

• High School Diploma or GED required; AA degree preferred.
• Experience in customer service in a non-profit environment is beneficial.
• Able to navigate DC by car and travel to underserved communities.
• Spanish fluency preferred.

Responsibilities

• Manage CSFP client intake and Walk-In Center services.
• Distribute CSFP packages and Senior Farmers Market Nutrition Program benefits.
• Ensure food safety standards and USDA regulations are followed.
• Respond to customer inquiries and escalate issues as needed.
• Coordinate deliveries and monthly reporting for CSFP.

Skills

Customer service

Communication

Multitasking

Teamwork

Training

Education

High School Diploma or GED

Associate degree preferred

Tools

Microsoft Office

Job description

ABOUT THE ORGANIZATIONThe Capital Area Food Bank works to address hunger today and create brighter futures tomorrow for more than a million people across the region experiencing food insecurity. As the anchor in the area’s hunger relief infrastructure, the food bank provided more than 60 million meals to people in need last year, by supplying food to hundreds of nonprofit organizations as well as directly to the community. Creating long-term solutions to food security requires more than just food: it includes addressing the root causes of food insecurity by partnering with organizations that provide critical services like job training programs, health care, and education. To learn more, visit Food Bank for the Washington, DC, Region | Capital Area Food Bank.DESCRIPTION:The Commodity Supplemental Food Program (CSFP) is a USDA program that provides a monthly package of healthy groceries and complementary nutrition education to seniors at risk of hunger. CSFP currently operates in Washington, DC as Grocery Plus and Montgomery and Prince George’s Counties, MD as My Groceries To Go. In DC, it is combined with another USDA program, the Senior Farmers Market Nutrition Program (SFMNP), which provides electronic benefit cards for fresh fruits and vegetables once a year. The Capital Area Food Bank is the executor of both programs for DC with oversight by DC Health.The CSFP Customer Service Coordinator is responsible for managing and enhancing support for CSFP clients at the East Capitol Walk-In Center. The service portfolio includes direct support of clients at the assigned Walk-In Center through the execution of basic program assistance and the coordination of ancillary services including fresh produce distribution and SFMNP coordination. In coordination with the team, s/he will set the standards for customer service and client account management.ESSENTIAL FUNCTIONS:Customer Service/Client IntakeSupports and promotes the mission of the Capital Area Food Bank and the Commodity Supplemental Food ProgramLeads Walk-In Center services in the execution of CSFP activities (client intakes, package distribution, client account management)Distributes Senior Farmers Market Nutrition Program benefits for Walk-In Center clientsAccounts for CSFP Packages that are delivered, stored and distributed at Walk-In CenterEnsures CSFP Packages are handled by food safety standards and USDA regulations are followed according to Title 7 Code of Federal Regulations.Manages incoming fresh fruits and vegetables and produce displays for client useEnsures Senior Resource Center is stocked, and information provided is accurate and up to dateResponds to and mitigates customer complaints, concerns, and comments cordially and respectfully, ensuring complaints are elevated to CSFP Program Manager and/or CSFP Sr. DirectorEnhances customer care by recommending best practices and new proceduresAdministrationManages assigned caseload at East Capitol Walk-in CenterEnters sales orders for East Capitol Walk-in CenterCoordinates with the Senior Manager to schedule deliveries of Grocery Plus boxes and produce.Executes monthly reporting on client participation and CSFP package distribution according to USDA standards and any other reporting as required by Food BankAssists CSFP team with processing new and renewal applications, recertification, and status notices to participants.Carries out the program’s federal, state, and organizational policies.Regularly communicates Walk-In center and program needs to the Program Manager and Sr. DirectorMaintains positive, productive, and informative relationships with facility management staff.MiscellaneousPerforms other duties as assigned.REQUIREMENTS:High School Diploma or GED; AA Degree preferred2-3 years of customer service experience in a non-profit environment preferredSensitivity in working with diverse populationsMust have a valid driver’s licenseMust have reliable transportationAble to navigate DC by car, travel to underserved communitiesOther Skills, Abilities:Presents excellent interpersonal and communication skillsAbility to multi-task and work well with regular deadlinesAbility to work independently and collaborativelyPossesses working knowledge of the DC Metro areaProficient with Microsoft Office Suite or related softwareExhibits aptitude in working with the community and faith-based organizationsExhibits creative approaches to meeting challengesAbility to conduct training and make group presentationsWorking knowledge of nutrition and food access issues a plusSpanish fluency preferredPHYSICAL DEMANDS/WORKING CONDITIONS:Physical activities involve sitting for extended periodsFrequently lifts food items or office supplies to 40 poundsWorking environment in office (primarily in Southeast DC), warehouse, and communityPlacement in community with a great amount of independenceRegular hours Monday – Friday from 8:00 am to 4:30 pm; extended hours when necessary and for special eventsLocal travel throughout DC, travel to CAFB’s main branch for various meetings, and other collaborative eventsFood Distribution Center (Warehouse/Operations) on occasion for supplies and packingREPORTINGReports to Senior Manager, Senior Hunger StrategiesCOMPENSATION$24.04 - $29.39 per hourSCHEDULERegular hours Monday - Friday from 8:00 am to 4:30 pm; extended hours when necessary and for special events.APPLICATION PROCESS:Interested applicants must submit a cover letter, resume, and sign their application to finalize if applying through Paycom.Applications will be reviewed on a rolling basis.We do not accept walk-in applications or status updates for any positions.All Applicants must apply online. To ensure a fair and consistent hiring process, we kindly ask that applicants do not call, email, or visit our facilities to inquire about the status of their application. To check your application status, please log in to your Paycom Applicant account. If your qualifications match our current hiring needs, a member of our Human Resources team will contact you directly regarding next steps.NOTE: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.Please access our website at Food Bank for the Washington, DC, Region | Capital Area Food Bank to learn more about Capital Area Food Bank and our employee benefits.