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SF-Marin Food Bank · 1 month ago

Bilingual Program Associate, Participant Enrollment and Customer Service (31304)

San Francisco, CA, USA

Full-time

Hybrid

Entry Level

$29.20/hr - $30.11/hr

1+ years exp

San Francisco-Marin Food Bank is dedicated to ending hunger in the community. They are seeking a Bilingual Program Associate to manage participant enrollment and provide exceptional customer service to individuals accessing their services.

AgricultureBankingFood and BeverageLocalTravelVenture Capital

Responsibilities

Participant enrollment and referral over the phone, online, or via paper forms

Participant support and troubleshooting

Maintaining updated and accurate participant accounts in our database

Occasional project-based or ad-hoc on-site enrollment and referral support at neighborhood food pantries

Administrative tasks in relation to participants and their accounts (some tasks may be office-based)

Compliance with policies and procedures of Food Bank programs

Screen participants for all Food Bank services

Enroll participants in food pantries and home-delivered grocery services

Refer participants to other Food Bank services (CalFresh, SFP, EFB) and external social services

Efficiently and accurately update and manage paper and electronic participant records

Monitor compliance with enrollment protocols, directly communicate the appropriate follow-up with participants and social service providers or report partner agency discrepancies to Bilingual Program Coordinator, as necessary

Respond to questions, complaints, and concerns of community members (participants, agencies, social workers, etc) promptly and professionally

Respond to inbound calls/voicemails, emails, and texts in a timely manner

Use technical tools (Zendesk, Excel, CRM, etc) to document participant interactions

Apply de-escalation techniques to emotionally escalated interactions. Ask for support from Program Manager, as needed

Warm, welcoming experience to participants//positive experience for participants

Problem solve and provide programmatic and customer service support to programs staff and agencies, as needed, including off-site responsibilities

Support internal and external reporting and surveys

Coordinate occasional mass mailings

Participate in service improvement efforts

Support inter- and cross-departmental projects that involve participant outreach and communication

Provide administrative and other backend support for departmental needs

Other duties as assigned

Qualification

Customer support softwareFluency in EnglishFluency in CantoneseData accuracySpeedNon-profit experienceCultural awarenessComputer skillsConflict resolution

Required

Fluency in English, receive a level 9 score on the verbal assessment and a level 8 score on the written assessment

Fluency in Cantonese, receive a level 9 score on the verbal assessment and a level 8 score on the written assessment

Pass the following tests: Data Accuracy and Speed

One or more years of experience in the non-profit or social services sector working directly with clients facing multiple barriers to receiving services

Experience in resolving conflicts by listening, communicating calmly and respectfully to the satisfaction of client

Cultural awareness and sensitivity in working with community members from diverse backgrounds. Ability to adhere to safety and standard operating procedures

Ability to comply with the Food Bank's confidentiality policies and procedures at all times

Dependable and able to accommodate occasional evening or weekend work when needed

Ability to perform clerical and computer work temporarily in a variety of off-site and physical arrangements

Intermediate computer skills and ability to quickly learn new computer software with training