Coordinator, Customer Service

ABOUT THE ORGANIZATION

The 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 Intake 

• Supports and promotes the mission of the Capital Area Food Bank and the Commodity Supplemental Food Program
• Leads 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 clients
• Accounts for CSFP Packages that are delivered, stored and distributed at Walk-In Center
• Ensures 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 use
• Ensures Senior Resource Center is stocked, and information provided is accurate and up to date
• Responds to and mitigates customer complaints, concerns, and comments cordially and respectfully, ensuring complaints are elevated to CSFP Program Manager and/or CSFP Sr. Director
• Enhances customer care by recommending best practices and new procedures

Administration 

• Manages assigned caseload at East Capitol Walk-in Center
• Enters sales orders for East Capitol Walk-in Center
• Coordinates 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 Bank
• Assists 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. Director
• Maintains positive, productive, and informative relationships with facility management staff.

Miscellaneous

• Performs other duties as assigned.

REQUIREMENTS:            

• High School Diploma or GED; AA Degree preferred
• 2-3 years of customer service experience in a non-profit environment preferred
• Sensitivity in working with diverse populations
• Must have a valid driver’s license
• Must have reliable transportation
• Able to navigate DC by car, travel to underserved communities

Other Skills, Abilities:

• Presents excellent interpersonal and communication skills
• Ability to multi-task and work well with regular deadlines
• Ability to work independently and collaboratively
• Possesses working knowledge of the DC Metro area
• Proficient with Microsoft Office Suite or related software
• Exhibits aptitude in working with the community and faith-based organizations
• Exhibits creative approaches to meeting challenges
• Ability to conduct training and make group presentations
• Working knowledge of nutrition and food access issues a plus
• Spanish fluency preferred

PHYSICAL DEMANDS/WORKING CONDITIONS:

• Physical activities involve sitting for extended periods
• Frequently lifts food items or office supplies to 40 pounds
• Working environment in office (primarily in Southeast DC), warehouse, and community
• Placement in community with a great amount of independence
• Regular hours Monday – Friday from 8:00 am to 4:30 pm; extended hours when necessary and for special events
• Local travel throughout DC, travel to CAFB’s main branch for various meetings, and other collaborative events
• Food Distribution Center (Warehouse/Operations) on occasion for supplies and packing

REPORTING

• Reports to Senior Manager, Senior Hunger Strategies

COMPENSATION

• $24.04 - $29.39 per hour

SCHEDULE

• Regular 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.

Salary : $24 - $29