Program Support Associate

Food Bank Of The Rockies • Evansville, WY

2d • $21 - $23 • Onsite

About The Position

The Program Support Associate supports Hunger Relief Partners through daily operations, including compliance and platform training, purchase confirmation and completion, upgrades and returns, partner site reviews, and other assistance. The role is a primary contact for partner inquiries and requires strong interpersonal, customer service, telephone, communication, organizational, and multitasking skills.

The position provides support through phone, email, HelpDesk, online, and in-person interactions; helps partners use online platforms and comply with food safety certification guidelines; and supports partner onboarding and staff and volunteer training. It also assists the Programs Team with communications, data and database updates, calendars, partner ordering compliance, reception coverage, public inquiries, and other operational needs. The role handles confidential information with discretion.

This is a non-exempt, full-time position of approximately 40 hours per week. The regular schedule is Monday through Friday, 7:30 a.m. to 3:30 p.m.; occasional evenings and Saturdays may be required based on program needs, events, or organizational activities. The work takes place primarily in a shared office, with occasional outdoor work and occasional handling of equipment used for food sale, storage, transport, and disposal. The role may require occasionally lifting or moving up to 30 pounds.

Requirements

• High school diploma or equivalent required, or equivalent work-related experience.
• Two to three years of customer service or program support experience, including responding to inquiries and resolving concerns.
• Ability to exercise independent judgment, think critically and strategically, collaborate, and follow through on projects and program requirements.
• Extensive experience using Microsoft Office Suite and online technologies.
• Strong customer service orientation.
• Strong interpersonal and communication skills, telephone etiquette, organization, and ability to multitask.

Nice To Haves

• Associate degree.
• Familiarity with CRM systems, databases, online platforms, or HelpDesk systems.

Responsibilities

• Provide timely, accurate, and outstanding customer service to partner inquiries and concerns by phone and email.
• Create, track, and respond to HelpDesk tickets through phone, email, online, or in-person channels.
• Identify recurring partner issues and needs and facilitate proactive intervention.
• Report partner issues promptly to management for resolution.
• Assist Hunger Relief Partners with online platforms, including Agency Express, Vivery, and Link2Feed.
• Assist partners with food safety certification compliance according to Feeding America guidelines.
• Oversee the onboarding process for new partners.
• Train partner staff and volunteers as needed.
• Create and design the monthly Hunger Relief Partner email newsletter.
• Assist the Receptionist with greeting guests and maintaining visitor sign-in and sign-out.
• Respond to public inquiries about partner locations and other resources.
• Assist the Programs Team with data entry, data tracking, and constituent research.
• Process agency updates in the CERES database, Vivery, and CRM.
• Monitor the Agency Relations Resource Center and Partner Support sites.
• Provide backup for the Receptionist.
• Support the Agency Operations Specialist with the Fresh Food Center pickup calendar.
• Create and manage CERES/Agency Express ordering calendar schedules and monitor partner compliance with order windows.
• Handle confidential information discreetly and protect the privacy and respect of employees, volunteers, partners, donors, and others.

Benefits

• Flexible paid time off, including 10 paid holidays, sick leave, and parental leave.
• Opportunities for paid volunteer time.
• 401(k) retirement plan with a 4.5% employer match and additional tenure-based matching, for a potential total match of up to 8.5%.
• Health, dental, vision, and life insurance plans.
• Monthly incentive for certified bilingual staff.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED