The Food Depository’s mission is to end hunger. The Food Depository works in collaboration with community partners to provide neighbors in Cook County with immediate access to food assistance while also working to address the root causes of hunger, like poverty and racial inequity.
Neighbors across Cook County regularly contact the Food Depository with questions about food access, public benefits, volunteer opportunities, workforce development programs, and more. The Neighbor Support Specialist will provide high-quality, values-aligned service to all neighbors as their initial point of contact with GCFD, connecting them with appropriate support and resources. 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.
Bilingual in English and Spanish required.
Key Responsibilities and Essential Functions:
Provide quality customer service 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.
UseNeighbor CRM metrics/tracking tool and assist with reporting as needed.
Document neighbor calls correctly into the Neighbor CRM tool.
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 administrative support for all Food Depository neighbor service program offerings.
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.
Represent the Food Depository in a number of settings.
Qualifications
Experience working in a customer support role.
Proven ability to work effectively with people of diverse ethnic and socio/economic backgrounds.
Working knowledge of standard business application software programs; ability to type and use multiple programs simultaneously.
Strong active-listening and verbal- communications skills
Ability to multitask and manage time effectively.
Comfortable working in a fast-paced environment.
Adapts readily to changes.
High proficiency in MS Office (Word, Excel, PowerPoint and Outlook.)
At times, required to perform additional duties beyond those specified.
Spanish proficiency is required.
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, and others.
• 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
The Greater Chicago Food Depository, Chicago’s food bank, believes a healthy community starts with food. We are at the center of a network of more than 700 partner organizations and programs – food pantries, soup kitchens, shelters, mobile distributions, and other partners – working to bring food, dignity, and hope to our neighbors across Chicago and Cook County. The Food Depository addresses the root causes of hunger with job training, advocacy, and other innovative solutions.