Job Description

Position Description

The HELP Center Representative-Bilingual provides excellent customer service to clients in need of food or public benefits assistance. HCR helps clients apply for benefits, providing information and community resources, and food assistance locations in English and Spanish. HCR reports to Manager of SNAP and Public Benefits Outreach, but will receive instruction and guidance from HELP Center Coordinator.

Primary Responsibilities:

• Answers calls and communicates with clients on Food Assistance/Public Benefits Line in English and Spanish.

• Responds to client referrals via phone, email, and text.

• Conducts all client interaction in a professional and polite manner while showing empathy for the client.

• Uses Client Services and RRFB data tracking tools for calls and completed applications.

• Follows protocols that protect client personal and health information.

• Assesses referral and call volume. Plans accordingly.

• Maintain strict schedule of client calls and callbacks ensuring time commitments are kept.

• Assists with staff/volunteer training and scheduling.

• Coordinates and communicates efforts with HELP Center staff/volunteers, Client Services Program associates and fellow Roadrunner staff.

Knowledge, Skills, and Abilities:

• Fluency in Spanish.

• High school or GED degree, and six months related experience and/or training.

• Ability to pivot to different tasks while completing projects.

• Strong oral and written communication skills.

• Strong customer service skills.

• Strong organizational and time management skills.

• Knowledge of Microsoft Suite programs (Excel, Word, Teams, etc.)

• Previous experience in food banking and/or call center preferred.

Physical Environment

 Primarily Office environment

 Indoor and outdoor distributions

Occasional exposure to extreme temperatures through trips to the warehouse or assignment located outside the building.

Extensive computer operation with repeated finger motions.

Filing and minimal lifting (~15-25 pounds).