Title Customer Support Specialist Benefits Access / Digital Choice Food Program
Reports to : Director of Partnerships and Community Engagement
Status : Full-Time, Non-Exempt
Hours : Monday-Friday, 8 : 30a-4 : 30p
Location : WSCAH Facilities 86
Street and 180
Street, Community Partner Sites,
About WSCAH :
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.
Position Overview :
The Customer Support Specialist is a key link between our customers and our program teams. This role is responsible for leading customer support for Benefits Access, Digital Choice, and Home Delivery programs through the execution of exemplary customer support skills.
They will be solution-oriented in addressing our customers' challenges and ensuring we are providing the best service possible across all programs.
They will also provide program-specific administrative assistance, ensure data integrity through internal systems, and thrive in cross-team collaboration.
Compensation and Benefits :
The hourly rate for this position is $22 per hour based on experience and qualifications. WSCAH offers a comprehensive benefits package, including 100% company-paid medical and dental insurance for employees and applicable dependents, company-sponsored life insurance, 403b retirement plan with 6% match after one year of employment, as well as paid holidays that include a winter break between Christmas and New Year's Day and vacation leave.
Key areas of responsibility will include :
Leadership and Excellence in Customer Support
- Champion the delivery of superior customer support for our Benefits Access and Digital Choice Programs
- Serve as a pivotal leader in responding to inquiries, ensuring customers receive timely and effective assistance
- Proactively reach out to referrals from partner organizations to facilitate benefits screenings and appointment
- Support customer check-in at WSCAH 86th Street food distribution, as needed
Program, Administration, and Collaboration Support
Benefits Access Program
Respond to customer calls, text messages and emails seeking Benefits Access assistance
Conduct benefits screenings for NYP Home Delivery customers
Follow-up with customers on missing documents for an application submission
Promote WSCAH Benefits Access work by demonstrating leadership through outreach at 86th Street food distribution and community partners
Assist with uploading of documents for submitted benefits applications
Confirm referral outcomes via ACCESS HRA or contacting customers
Support the seamless operation of our programs and services through meticulous data entry and management within Salesforce
Digital Choice Program
Answer all calls and text messages related to community hub and home delivery programs
Provide customer support for day of issues related to home delivery in collaboration with last mile delivery provider
Recruit customers for enrollment in Community Hub initiative
Support benefits screenings for home delivery customers
Uploading customer data to Salesforce
Ensuring accuracy of data entry and implementation of messages within Salesforce
Pull orders and provide to Food Team in a timely manner
Competencies
To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.
Leadership in Service Excellence Champions superior customer support and leadership by proactively addressing inquiries and streamlining processes.
Prioritizes service excellence and engagement through efficient team coordination and outreach.
Adaptive Customer-Centered Approach Adjusts swiftly to customer needs and changing program demands. Manages priorities and uncertainty with agility, ensuring seamless support and balancing organizational policies with mission needs.
Decision-Making in Service Delivery Utilizes decision-making and problem-solving for program challenges. Analyzes information for informed decisions, enhancing support and efficiency while taking calculated risks for optimized service delivery.
Collaborative Communication Ensures outstanding support and team collaboration through clear communication and effective listening skills.
Fosters inclusion and teamwork across all levels within and outside of WSCAH, welcoming and valuing diverse perspectives.
Professional Commitment Aligns individual goals with organizational priorities, showing a commitment to program enhancement.
Exhibits initiative, learning mindset, and responsibility with accountability, advancing the mission with a professional demeanor.
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.
Proficient in spoken and written English and Spanish
High school diploma or equivalent preferred
Great communication skills
Excellent customer service and conflict avoidance / resolution skills
Strong organizational skills
Experience with and commitment to working with, and dignifying, low-income families and individuals
Demonstrated competency with Google Suite, Microsoft Word, Excel, Salesforce and any other relevant software or internal systems
Dedication to a health-driven mission
This job description is intended to convey information essential to understanding the scope of the position. It is not intended to be an exhaustive list of skills, efforts, responsibilities or working conditions associated with the position.
WSCAH reserves the right to add additional projects or responsibilities as needed.
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 or expression, 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.
Cashier/food Service Worker (full Time)
Both full-time and part-time positions offer the following benefits. Retirement Plan, Associate Shopping Program, Health and Wellness Programs, Discount Marketplace, Identity Theft Protection, Pet Insurance, Voluntary Benefits, including Critical Illness Insurance, Accident Insurance, Hospital Indem...
Office and Maintenance Operations/Support Manager - NY/NJ, onsite, full-time
Benefits: 50% toll coverage if using a personal car or commuting expenses provided. Task Management & Coordination: Efficiently prioritize and handle tasks with a sense of urgency, ensuring swift completion of time-sensitive activities. Benefits: 50% toll coverage if using a personal car or commutin...
Crna - Specialists One Day Surgery Center - Full Time
Specialists One Day Surgery Center in Syracuse, NY!. Specialists' One-Day Surgery Center is a locally owned, state of the art Orthopedic ambulatory surgery center that provides a range of procedures including knee arthroscopy, lumbar and cervical injections, carpal tunnel release, shoulder arthrosco...
Customer Service Representative Rue Iv Washington Dc; Full-time ; 01/12/22
Customer Service Representative Location: Washington DC Job Description Rue IV, DCs newest showroom, is looking to expand our customer service department. Be an industry professional with at least 3 years experience in luxury interior goods and customer service or sales. Be familiar with...
Leased Vendor Sales And Support - 20016298, Herald Square - Full Time
Congratulations on your offer of employment as a Leased Vendor Selling or Support Associate within Macys!. For assistance with any questions you may have in completing this application, please reach out to a Macys Administrative Support Team member. Benefits include 401k, medical/vision/dental/life/...
Full Time Evening Direct Support Professional 1- Dsp 1
We are hiring for our Full -Time Direct Support Professional position at ourBrooklyn Supportive Living Units. YAI supports people of all ages with intellectual and developmental disabilities (I/DD) in achieving the fullest lives possible by creating new opportunities for living, loving, working, a...
Full-Time Optometrist, High Salary, Great Benefits -Bronx, NY
Full-time Optometrist, - $170k+ Potential - The Bronx, NY. Can do 4 day work week for full-time. This office is equipped with great support and looking for an OD that has an interest in both primary care and medical! . Will see an average of 20-25 patients daily with technician support. ...
Hospitalist Full Time Days Only 100% flexible schedule /Closed ICU 4 weeks vacation for a hospital near Manhattan
Hospitalist- Internal Medicine - + Bed Hospital with closed ICU is looking for full time day hospitalists due to expansion. Excellent benefits with vacation, calendar holidays , tuition assistance, CME. ...
Retail Fragrances Sales Support Associate - L'Oreal Fragrances, Kings Plaza - Full Time
Provide exceptional customer service in all aspects of total store and have the ability to satisfy the needs of our digital and physical customers by making appropriate partnerships when necessary. Ensure timely processing of new receipts, damages, testers, and return to vendors (RTVs). Follows shor...
Direct Support Professional (3-Day Full-time) (27733)
Support the individual by supporting a comfortable home environment. Work towards the satisfactory completion of each of the core competency goals according to the OPWDD timeline requirements. Provide safe and clean environment for the individual based on skill level and risks and support the safety...