Neighbor Support Specialist

Greater-Chicago-Food-Depository; Chicago (IL); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Employer-paid life and disability

Employee Assistance Program

403(b) retirement plan

Generous paid time off

Parental leave

On-site gym

ThrivePass wellness benefit

Employee referral bonus

Job summary

Greater Chicago Food Depository is seeking a Customer Service Specialist to be the first point of contact for neighbors in Cook County, assisting with food access and benefits enrollment (SNAP), and connecting clients to Medicaid, WIC, home delivery, and other resources.

The role requires 2 years of customer service experience, strong integrity, diplomatic communication, and the ability to multitask in a fast-paced environment. Hybrid schedule with some evenings/weekends and local travel.

Qualifications

• 2 years of customer service experience required.
• Strong integrity and commitment to customer satisfaction.
• Diplomatic and professional communication skills.
• Pleasant, patient, and friendly with strong listening.
• Excellent organizational and multitasking abilities.
• Ability to work in a deadline-driven, fast-paced environment.
• Proficient in MS Office (Word, Excel, Outlook).
• Bilingual English/Spanish preferred but not required.
• Experience engaging with diverse communities is a plus.

Responsibilities

• Provide high-quality customer service in person and by phone.
• Assess caller needs and screen for services per SOP.
• Ow n calls through lifecycle and follow-ups.
• Document calls in Neighbor CRM and other platforms.
• Maintain accurate client records and case files.
• Support system and process improvements for efficiency.
• Coordinate with Benefits, Home Delivery and partner teams.
• Assist neighbors with benefits applications and referrals.

Skills

Customer service

Integrity

Communication

Organization

Multitasking

Teamwork

MS Office

Bilingual English/Spanish

Empathy

Diversity & inclusion

Tools

MS Office

Job description

General Description:Neighbors across Cook County regularly contact the Food Depository with questions about food access, public benefits, volunteer opportunities, and to support neighbors receiving direct support from the Food Depository. The Specialist will provide high-quality, value-aligned service to all neighbors as their initial point of contact with the Food Depository, connecting them with appropriate support and resources. The Specialist will connect neighbors with the Supplemental Nutrition Assistance Program (SNAP), as well as educate and connect neighbors to other critical resources, including Medicaid, the Special Supplemental Nutrition Program for Women, Infants, and Children Women (WIC), and home delivery services. Activities include pre-screening for eligibility, application assistance, information dissemination, onboarding support, training, referral support, and data tracking. In addition, the Specialist will collaborate across teams to pilot and implement new systems and tools such as client CRM, call center, and program and partner CRM.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.Recommend improvements for systems and processes to boost organizational efficiency.Monitor referral partners to ensure quality experience beyond the Food Depository and adjust as needed.Provide cross-functional support to Benefits, Home Delivery, and other neighbor-facing teams throughout the neighbor journey as assigned, including but not limited to screening, enrolling, onboarding, order management, and the overall client lifecycle.Initiate and organize projects while maintaining flexibility in answering calls.Respect and maintain client confidentiality.Demonstrate a willingness and ability to work with challenging callers.Collaborate cross-department to address service issues or program improvements as they ariseMaintain strong knowledge of public benefits, Food Depository programs, and external referral partnerships as assigned and stay informed about policy and procedure changesParticipate in internal meetings at the Food Depository related to local SNAP and Medicaid program developments and issues.Demonstrate initiative by identifying and pursuing projects, while ensuring follow-through and completion.Connect, screen and refer neighbors to other stabilizing resources and services, such as WIC, Medicaid, emergency financial assistance, food pantries, employment services, and other.Represent the Food Depository in a number of settings, internally and externally with partners.Assist neighbors with completing SNAP and Medicaid applications and WIC referrals, as assigned.Provide administrative support for the submission of benefits applications and supporting documentation, as assigned.Qualifications2 years of customer service experience required.Highly developed sense of integrity and commitment to customer satisfactionAbility to communicate diplomatically and professionally in both verbal and written formsPleasant, patient, and friendly attitude, along with great listening skillsStellar organizational and multi-tasking skills with attention to detail requiredAbility to work comfortably in a deadline-oriented, fast-paced environmentAbility to multitask, use multiple technology programs simultaneously, and manage time effectivelyTeam playerHigh proficiency in MS Office: Word, Excel, and Outlook preferredBilingual (English/Spanish) preferred but not requiredProven ability to work effectively with people of diverse ethnic and socio/economic backgrounds.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.Some travel within the city of Chicago and suburban Cook County.Interacts with Greater Chicago Food Depository staff, partners, volunteers, and others.Benefits:• Health, dental, and vision insurance coverage• Employer-paid life and disability insurance• Employee Assistance Program• 403(b) retirement plan with employer contribution• Generous paid time off• Parental leave• On-site gym• $3,000 annual employer-paid ThrivePass lifestyle and wellness benefit program• $250 employee referral bonus