Temporary Bilingual Program Associates
Bilingual: English and Cantonese or Spanish required. Reading
and writing capability is a plus.
Full-time, non-exempt, temporary (up to six months)
Are you organized, friendly, and hard-working? Do you want to
help get food to people who need it? If so, consider being a
Temporary Bilingual Program Associate for the
San Francisco Marin Food Bank. We have multiple
openings and encourage all interested individuals to apply.
This position is primarily working from home but may include
in-office and off-site needs.
The San Francisco-Marin Food Bank is comprised of a dedicated
team of approximately 210 staff working collaboratively to provide
close to 70 million pounds of food to over 210,000 people in the
Bay Area – a region where 1 in 5 people are at risk of hunger. We
are currently looking for several Temporary Bilingual
Program Associates to help with multiple projects such as
making and answering calls to participants, following scripts,
processing paper replies, updating database records.
The Food Bank is focused on ensuring that we are distributing
our food resources equitably across all communities in San
Francisco and Marin. To do so, we need to understand more about who
our participants are and so, we have embarked on a project to get
better demographic and contact information.
We need your help reaching out to participants, asking for this
information, processing replies, updating database records as
needed, and other responsibilities. With the information you help
us obtain, we will be better able to determine how well we are
serving all communities in SF and Marin and to work with those
communities to serve them better.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Making outbound calls and answering inbound
- Make outbound calls to participants
- Answer inbound calls from participants in a timely manner
- Follow scripts and appropriate customer service standards
- Use technical tools (Zendesk, Excel, others) to document
- Update database records
- Explain project purpose and aims
- Listen to issues or concerns presented by callers
- Transfer callers for detailed information about Food Bank
- Escalate issues to the Manager when appropriate
- Exercise professionalism and de-escalation techniques when
Processing mailed in participant replies
- Process mailed in replies to the same demographic and contact
- Update database records
Other Program Support
- Provide administrative and clerical support as needed
- Support internal and external reporting and surveys
- Coordinate and/or support occasional mass mailings
- Provide programmatic and customer service support to programs
staff and agencies as needed, including occasional off-site
- Other duties as assigned
- Friendly, helpful, and collaborative demeanor when interacting
with participants, volunteers, drivers, staff, and others
- Timeliness when answering calls
- Meeting call volume goals
- Meeting data entry goals (volume & accuracy)
- Compliance with policies and procedures of Food Bank
- Degree of innovative thinking and collaborative approach to
- One year of successful customer service experience (working
- Experience using Excel and Microsoft Suite products
- Experience using call center software is a plus
- Volunteer experience is a plus
- Excellent communication and customer service skills / Calm
- Ability to work and interact well in a culturally diverse
- Ability to work efficiently, independently and as part of a
team and with all individuals (staff, volunteers, and
participants); to communicate regularly; and meet deadlines.
- Bilingual language skills in Cantonese or Spanish
required. Reading and writing capability is a plus.
PHYSICAL DEMANDS AND WORK ENVIRONMENT: (The
physical and environmental demands described here are
representative of those that must be met by an employee to
successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.)
Environment: This position is primarily remote
and requires reliable internet access as well as access to a
computer. Some in-person work may be required or
requested. Technical tools will be furnished.
Finger Dexterity: Requires typing on a
Talking: Ability to speak on the phone.
Hearing: Able to hear average or normal
conversations and receive ordinary information
Repetitive Motions: Occasional and regular
movements using wrists, hands, and fingers
Standing & Walking: N/A
Average Visual Abilities: Average, ordinary,
visual acuity necessary to view computer screens and documents and
to see distances clearly (with correction if necessary)
Physical Strength: N/A
COMMUNICATION AND COGNITIVE REQUIREMENTS
Reasoning Ability: Ability to weigh competing
solutions and judge the most appropriate for given
Mathematics Ability: Ability to perform simple
Language Ability: Bilingual language
skills in Cantonese or Spanish required.
Salary & Benefits: Competitive pay based on
qualifications and experience
The San Francisco-Marin Food Bank is an Equal
Opportunity Employer. Pursuant to the San Francisco Fair
Chance Ordinance, we will consider for employment qualified
applicants with arrest and conviction records.