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Description
Temporary Bilingual Program Associates
Multiple openings
Bilingual: English and Cantonese or Spanish required. Reading and writing capability is a plus.
Full-time, non-exempt, temporary (up to six months)
Are you organized, friendly, and hard-working? Do you want to help get food to people who need it? If so, consider being a Temporary Bilingual Program Associate for the San Francisco Marin Food Bank. We have multiple openings and encourage all interested individuals to apply. This position is primarily working from home but may include in-office and off-site needs.
The San Francisco-Marin Food Bank is comprised of a dedicated team of approximately 210 staff working collaboratively to provide close to 70 million pounds of food to over 210,000 people in the Bay Area – a region where 1 in 5 people are at risk of hunger. We are currently looking for several Temporary Bilingual Program Associates to help with multiple projects such as making and answering calls to participants, following scripts, processing paper replies, updating database records.
POSITION PURPOSE
The Food Bank is focused on ensuring that we are distributing our food resources equitably across all communities in San Francisco and Marin. To do so, we need to understand more about who our participants are and so, we have embarked on a project to get better demographic and contact information.
We need your help reaching out to participants, asking for this information, processing replies, updating database records as needed, and other responsibilities. With the information you help us obtain, we will be better able to determine how well we are serving all communities in SF and Marin and to work with those communities to serve them better.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Making outbound calls and answering inbound calls
- Make outbound calls to participants
- Answer inbound calls from participants in a timely manner
- Follow scripts and appropriate customer service standards
- Use technical tools (Zendesk, Excel, others) to document interactions
- Update database records
- Explain project purpose and aims
- Listen to issues or concerns presented by callers
- Transfer callers for detailed information about Food Bank services
- Escalate issues to the Manager when appropriate
- Exercise professionalism and de-escalation techniques when needed
Processing mailed in participant replies
- Process mailed in replies to the same demographic and contact information questions
- Update database records
Other Program Support
- Provide administrative and clerical support as needed
- Support internal and external reporting and surveys
- Coordinate and/or support occasional mass mailings
- Provide programmatic and customer service support to programs staff and agencies as needed, including occasional off-site responsibilities
- Other duties as assigned
PERFORMANCE MEASUREMENTS
- Friendly, helpful, and collaborative demeanor when interacting with participants, volunteers, drivers, staff, and others
- Timeliness when answering calls
- Meeting call volume goals
- Meeting data entry goals (volume & accuracy)
- Compliance with policies and procedures of Food Bank programs
- Degree of innovative thinking and collaborative approach to problem solving
QUALIFICATIONS
Education/Experience:
- One year of successful customer service experience (working and/or volunteer)
- Experience using Excel and Microsoft Suite products
- Experience using call center software is a plus
- Volunteer experience is a plus
Skills/Abilities:
- Excellent communication and customer service skills / Calm demeanor
- Ability to work and interact well in a culturally diverse environment
- Ability to work efficiently, independently and as part of a team and with all individuals (staff, volunteers, and participants); to communicate regularly; and meet deadlines.
- Bilingual language skills in Cantonese or Spanish required. Reading and writing capability is a plus.
PHYSICAL DEMANDS AND WORK ENVIRONMENT: (The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
Environment: This position is primarily remote and requires reliable internet access as well as access to a computer. Some in-person work may be required or requested. Technical tools will be furnished.
Finger Dexterity: Requires typing on a keyboard.
Talking: Ability to speak on the phone.
Hearing: Able to hear average or normal conversations and receive ordinary information
Repetitive Motions: Occasional and regular movements using wrists, hands, and fingers
Standing & Walking: N/A
Average Visual Abilities: Average, ordinary, visual acuity necessary to view computer screens and documents and to see distances clearly (with correction if necessary)
Physical Strength: N/A
COMMUNICATION AND COGNITIVE REQUIREMENTS
Reasoning Ability: Ability to weigh competing solutions and judge the most appropriate for given circumstances.
Mathematics Ability: Ability to perform simple math skills
Language Ability: Bilingual language skills in Cantonese or Spanish required.
Salary & Benefits: Competitive pay based on qualifications and experience
The San Francisco-Marin Food Bank is an Equal Opportunity Employer. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.