Customer Service Representative - Bilingual

The Bilingual Customer Service Representative plays a vital role in delivering responsive, bilingual (English & Spanish) support to neighbors seeking assistance. This position is responsible for answering inbound inquiries, updating clients on delivery logistics, and facilitating access to programs such as CSFP and Rural Home Delivery. The role also includes conducting outbound calls to share important updates, gather feedback, and ensure accurate data entry and follow-up to support smooth program coordination and excellent client experience.

Shift is M-F 9:30-6:00pm

Essential Functions

Inbound Call Management

• Respond to inquiries from individuals seeking food assistance and provide referrals using AZFoodHelp.
• Handle calls from:
• Individuals qualified for Home Delivery.
• Residents of partner housing facilities enrolled in Home Delivery.
• Rural neighbors with questions regarding delivery schedules.
• Individuals seeking to join CSFP Home Delivery (active or waitlisted).
• Create or update Link2Feed profiles in real-time to:
• Verify homebound status.
• Schedule or cancel deliveries.
• Update delivery addresses and contact information.
• Provide updated ETAs or delivery status.
• Administer annual CSFP and TEFAP USDA/DES surveys over the phone.

Outbound Communication

• Notify neighbors of any delivery delays or reschedules (e.g., weather, traffic).
• Return voicemails left on the Home Delivery Hotline.
• Confirm emergency delivery requests.
• Contact:
• Eligible CSFP neighbors moved from the waitlist to active status.
• Redelivery-eligible neighbors regarding end-of-month one-time deliveries.
• At-risk CSFP neighbors regarding potential program suspension.
• Rural clients at risk of losing delivery services.
• Respond to all incoming delivery-related requests from external platforms, including AZFoodHelp, the SMFB website, and Development forms.

Administrative Mail Support

• Prepare and send:
• CSFP waitlist notifications.
• CSFP recertification notices.
• Suspension notices for CSFP and Rural Delivery participants.
• Welcome packets for new CSFP and Rural clients.
• Annual delivery calendars (created and distributed in November/December

Interdepartmental Coordination

• Communicate with Logistics to:
• Notify of address changes or cancellations.
• Request emergency add-on deliveries.
• Collaborate with the Relationship team to:
• Update residential partner rosters.
• Process all external requests for Home Delivery services submitted through various channels.

Physical Demands/Environment Factors

• Be a Team Player with a positive, friendly attitudes.
• Have excellent customer service skills.
• Moderate to Advanced experience using Microsoft Products (Outlook, Excel, Word, etc.)
• Requires significant use of personal computer, phone, and general office equipment.
• Needs adequate visual acuity, ability to grasp and handle objects.
• Needs ability to communicate effectively through reading, writing, and speaking in person, electronically or on telephone.
• May be required to lift to 50 pounds.

Minimum Qualifications

• Must be bilingual in English/Spanish
• High School Diploma or GED.
• Minimum of three years of demonstrated experience in the customer service field.
• Strong organization skills, accurate, and detail-oriented
• Strong work ethic, ability to learn quickly and adapt to change
• Excellent communication (oral and written) skills
• Ability to take initiative and work independently to establish and manage work priorities, activities and timelines to achieve results
• Exhibit strong attention to detail
• This role requires strong communication, attention to detail, and a commitment to supporting neighbors with professionalism and compassion.
• PC skills including working knowledge of the Microsoft environment and the ability to access, manipulate, organize and relay information in a meaningful way. Demonstrated ability to build and maintain relationships with internal and external stakeholders. Ability to work in a fast-paced team environment.

Skills and Abilities

• Be a Team Player with a positive, friendly attitude.
• Demonstrate excellent customer service skills.
• Ability to use Microsoft Products (Outlook, Excel, Word, Teams, etc.)
• Can work independently with minimal supervision.
• Ability to take initiative and work independently to establish and manage work priorities, activities and timelines to achieve results

What we offer:

• Competitive Compensation Package:
  • Competitive Pay, including:
    • Starting at $22.75/hr.
    • Tuition Assistance
    • Employee Referral Bonus Program
    • 401(k) Retirement Savings Plan with a generous employer match
• Comprehensive Benefits:
  • Medical and Insurance Coverage
    • An employee-only medical plan at no cost to you
    • 4 low-cost employee-only, spouse and/or family member medical plans
    • Vision and Dental coverage
    • Health Savings Account generously funded by the employer and Flexible Spending Account options
    • Short- and Long-Term Disability, Life and Accidental Death & Accident Insurance at no cost to you.
    • Employee Assistance and Wellness Programs
    • Optional Pet Insurance and Legal Shield Identity Theft offering
  • Time Off
    • 15 PTO days, accrued bi-weekly, that increases with length of service
    • 40 hours of Personal/Sick time
    • 8 Company Paid Holidays

St. Mary’s Food Bank is an equal opportunity employer. We evaluate qualified applicants without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity or other protected status under all applicable laws, regulations, and ordinances.

This is your chance to join a cohesive and welcoming team and make a difference in our Arizona communities. Join our Mission to alleviate hunger.

Qualified candidates are invited to submit their resume and salary requirements to: https://jobs.firstfoodbank.org/