West Side Campaign Against Hunger (WSCAH)—established in 1979 and one of the largest and most successful food pantries in New York City—provides emergency food assistance and supportive services, including access to benefits like Supplemental Nutrition Assistance Program (SNAP), to low-income New York families. West Side Campaign Against Hunger's mission is to alleviate hunger by ensuring all New Yorkers have access with dignity to a choice of healthy food and supportive services.

The Customer Support Specialist is a key link between our customers and our services.  This role is responsible for greeting customers upon arrival to WSCAH, recording their visit in our Salesforce database, and providing exceptional customer service to ensure our customers are serviced with dignity and respect.

REPORTS TO: Social Services Team Manager STATUS: Part-time, up to 20 hours per week HOURS: Tuesday-Friday, 8:00a-1:00p

The hourly rate for this position is $17 per hour

KEY AREAS OF RESPONSIBILITY WILL INCLUDE:

• Provide exemplary customer service to welcome and assist customers upon arrival to pantry
• Direct customer flow including: working with the Food Team to manage customer line, provide intake forms to new customers, and communicate if issues arrive
• Verify which customers are first-timers and support them in filling out an application and other next steps
• Check-in customers via Salesforce to record appropriate pantry visit information or update customer profile
• Field questions from customers on pantry hours, procedures and counseling services, and other requests for information
• Communicate and coordinate with members of Food Team to mediate and de-escalate customer conflicts or concerns
• Organize and replenish applications, counseling flyers and informational materials on WSCAH's mobile food pantry truck
• Maintain office supplies by checking inventory
• Promote special events, programs and services to customers
• Attend staff meetings and provide input to improve program operations
• Other duties as required by the supervisor.

COMPETENCIES   

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• PROJECT/RESOURCE MANAGEMENT – Ability to appropriately; coordinates and multi-tasks; simplifies and clearly communicates complex information.
• FLEXIBILITY AND ADAPTABILITY – Willing and able to change work tasks when needed; shifts priorities based on work demands.
• DECISION MAKING AND PROBLEM SOLVING – Reaches sound conclusions and recommendations based on the analysis of pertinent/available information. Takes calculated risks in uncertain or ambiguous situations to make sound, innovative decisions and to address problems.
• CUSTOMER FOCUS – Demonstrated experience working effectively with customers, including a customer-centric mindset and ability to put customers at ease.
• COMMUNICATION AND TEAMWORK – Effectively conveys information both verbally and in writing. Listens effectively. Promotes and models effective teamwork. Works well with people of all levels both within and outside of WSCAH; welcomes differing ideas and points of view and encourages participation at the highest levels.
• PROFESSIONAL DEMEANOR – Demonstrates commitment to the job and organization as well as strong initiative and self-motivation to learn, develop, and succeed.  Willingness to accept personal responsibility and be held accountable for outcomes.

QUALIFICATIONS

While the following experience and skills are preferred, applicants are encouraged to apply even if they don't currently meet all the listed qualifications.

• High school diploma or equivalent preferred
• Proficient in spoken and written English and Spanish
• Great communication skills
• Strong customer service and conflict avoidance/resolution skills
• Strong organizational skills
• Experience with and commitment to working with low-income families and individuals
• Demonstrated competency with Microsoft Word, Excel and an interest and ability to master the Salesforce database.
• Dedication to a health-driven mission

This job description is intended to convey information essential to understanding the scope of the position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position.

WSCAH is committed to a diverse, equitable and inclusive workplace. WSCAH is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

COVID-19 VACCINATION REQUIREMENT NOTICE

Candidates for this position must have received or be willing to receive the COVID-19 vaccine by date of hire. All individuals hired for WSCAH positions that are on-site and/or require in-person interactions must be fully vaccinated against COVID-19 unless otherwise prohibited by law. WSCAH complies with federal, state, and local laws with regard to accommodations related to this policy.