Coordinator, Customer Service

Capital Area Food Bank•Washington, DC

8d•Hybrid

About The Position

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. 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.

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
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

Nice To Haves

AA Degree preferred
Working knowledge of nutrition and food access issues a plus
Spanish fluency preferred

Responsibilities

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
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.
Performs other duties as assigned.