Title Customer Support Specialist – Benefits Access/Digital Choice Food Program

Reports to: Director of Partnerships and Community Engagement

Status: Full-Time, Non-Exempt

Hours: Monday-Friday, 8:30a-4:30p

Location: WSCAH Facilities – 86^th Street and 180^th Street, Community Partner Sites, Remote - Hybrid work schedule (negotiable)

About WSCAH:

West Side Campaign Against Hunger (WSCAH)—established in 1979 and one of the largest and most successful food pantries in New York City—provides emergency food assistance and supportive services, including access to benefits like Supplemental Nutrition Assistance Program (SNAP), to low-income New York families. West Side Campaign Against Hunger’s mission is to alleviate hunger by ensuring all New Yorkers have access with dignity to a choice of healthy food and supportive services.

Position Overview:

The Specialist is a key link between our customers and our program teams. This role is responsible for leading customer support for Benefits Access, Digital Choice, and Home Delivery programs through the execution of exemplary customer support skills. They will be solution-oriented in addressing our customers' challenges and ensuring we are providing the best service possible across all programs. They will also provide program-specific administrative assistance, ensure data integrity through internal systems, and thrive in cross-team collaboration.

Compensation and Benefits:

The hourly rate for this position is $21-$23 per hour based on experience and qualifications. WSCAH offers a comprehensive benefits package, including 100% company-paid medical and dental insurance for employees and applicable dependents, company-sponsored life insurance, 403b retirement plan with 6% match after one year of employment, as well as paid holidays that include a winter break between Christmas and New Year's Day and vacation leave.

Key areas of responsibility will include:

Leadership and Excellence in Customer Support

• Champion the delivery of superior customer support for our Benefits Access and Digital Choice Programs
• Serve as a pivotal leader in responding to inquiries, ensuring customers receive timely and effective assistance
• Proactively reach out to referrals from partner organizations to facilitate benefits screenings and appointments

Program, Administration, and Collaboration Support

Benefits Access Program
● Respond to customer calls, text messages and emails seeking Benefits Access assistance
● Conduct benefits screenings for NYP Home Delivery customers
● Follow-up with customers on missing documents for an application submission
● Promote WSCAH Benefits Access work by demonstrating leadership through outreach at 86th Street food distribution and community partners
● Assist with uploading of documents for submitted benefits applications
● Confirm referral outcomes via ACCESS HRA or contacting customers
● Support the seamless operation of our programs and services through meticulous data entry and management within Salesforce

Digital Choice Program
● Answer all calls and text messages related to community hub and home delivery programs
● Provide customer support for day of issues related to home delivery in collaboration with last mile delivery provider
● Recruit customers for enrollment in Community Hub initiative
● Support benefits screenings for home delivery customers
● Uploading customer data to Salesforce
● Ensuring accuracy of data entry and implementation of messages within Salesforce
● Pull orders and provide to Food Team in a timely manner

Competencies

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

● Leadership in Service Excellence – Champions superior customer support and leadership by proactively addressing inquiries and streamlining processes. Prioritizes service excellence and engagement through efficient team coordination and outreach.
● Adaptive Customer-Centered Approach – Adjusts swiftly to customer needs and changing program demands. Manages priorities and uncertainty with agility, ensuring seamless support and balancing organizational policies with mission needs.
● Decision-Making in Service Delivery – Utilizes decision-making and problem-solving for program challenges. Analyzes information for informed decisions, enhancing support and efficiency while taking calculated risks for optimized service delivery.
● Collaborative Communication – Ensures outstanding support and team collaboration through clear communication and effective listening skills. Fosters inclusion and teamwork across all levels within and outside of WSCAH, welcoming and valuing diverse perspectives.
● Professional Commitment – Aligns individual goals with organizational priorities, showing a commitment to program enhancement. Exhibits initiative, learning mindset, and responsibility with accountability, advancing the mission with a professional demeanor.

Qualifications

While the following experience and skills are preferred, applicants are encouraged to apply even if they don’t currently meet all the listed qualifications.

● Proficient in spoken and written English and Spanish
● High school diploma or equivalent preferred
● Great communication skills
● Excellent customer service and conflict avoidance/resolution skills
● Strong organizational skills
● Experience with and commitment to working with, and dignifying, low-income families and individuals
● Demonstrated competency with Google Suite, Microsoft Word, Excel, Salesforce and any other relevant software or internal systems
● Dedication to a health-driven mission
This job description is intended to convey information essential to understanding the scope of the position. It is not intended to be an exhaustive list of skills, efforts, responsibilities or working conditions associated with the position. WSCAH reserves the right to add additional projects or responsibilities as needed.

WSCAH is committed to a diverse, equitable and inclusive workplace. WSCAH is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, age, or other legally protected status.

COVID-19 Vaccination Requirement Notice

Candidates for this position must have received or be willing to receive the COVID-19 vaccine by date of hire. All individuals hired for WSCAH positions that are on-site and/or require in-person interactions must be fully vaccinated against COVID-19 unless otherwise prohibited by law. WSCAH complies with federal, state, and local laws with regard to accommodations related to this policy.