Community Engagement Center Lead

1 week ago

Houston, Texas, United States Houston Food Bank Full time
Job Overview

Compensation: $23.75 per hour

POSITION SUMMARY:

The Customer Experience Center (CEC) acts as a vital resource for the community, providing essential information and support to fulfill the mission of the Houston Food Bank (HFB). The CEC Lead is tasked with possessing comprehensive knowledge of all HFB departments and programs, ensuring outstanding customer service to all inquiries from callers and visitors. This role includes offering social service information, resources, and referrals within the organization and its partner network. Additionally, the CEC Lead is responsible for overseeing the quality assurance, training, and customer service performance of CEC representatives, while serving as a liaison to management.

Adherence to PACT values is crucial: Purpose - Utilizing our strengths to contribute passionately to our mission; Accountability - Demonstrating ownership and striving for results; Courage - Acting with integrity; Transparency - Maintaining openness and honesty.

KEY RESPONSIBILITIES:

  1. Maintain reliable and consistent attendance, ensuring punctuality to meet business needs, including participation in meetings and presentations.
  2. Deliver initial and ongoing training to new and existing CEC representatives, visitors, and temporary staff as required.
  3. Oversee quality assurance and customer service metrics, reviewing daily, weekly, and monthly reports.
  4. Collaborate with leadership to develop Standard Operating Procedures for the CEC.
  5. Manage a high volume of inbound and outbound calls, providing exemplary customer service to all callers.
  6. Utilize active listening skills to effectively route calls.
  7. Identify and clarify community needs, researching issues and providing solutions or alternatives, while resolving complaints in a constructive manner.
  8. Communicate effectively and contribute positively as a member of the CEC team.
  9. Ensure accurate and complete information is provided using available tools and methods.
  10. Assist individuals seeking application support for programs such as SNAP, Medicaid, TANF, and CHIP, along with local referral resources.
  11. Provide intake assistance for HFB's Home Delivery program as necessary.
  12. Follow established communication procedures, guidelines, and policies.
  13. Participate in relevant meetings, adhere to deadlines, and contribute to organizational and departmental goals.

SUPERVISORY ROLE:

This position does not include supervisory responsibilities.

QUALIFICATIONS:

Education and Experience:

  • High School Diploma or GED; an Associate degree is preferred.
  • Minimum of 1 year of experience in phone-based customer service.
  • At least 1 year of experience in a leadership role.

Certificates, Licenses, and Registrations:

  • No specific certifications required.

Skills and Abilities:

To excel in this role, the individual must demonstrate proficiency in the following areas:

  • Ability to engage with a diverse population.
  • Proficiency in Microsoft Excel, Word, and Outlook.
  • Strong customer service orientation and a willingness to assist others.
  • Capability to convey complex information clearly.
  • Self-motivated and proactive.
  • Attention to detail and strong problem-solving skills.
  • Ability to collaborate effectively with other departments.
  • Excellent written and verbal communication skills.
  • Competence in operating standard office equipment.
  • Effective time management and organizational skills.
  • Ability to work independently with minimal supervision.

COMPLIANCE:

Responsibilities must be carried out in accordance with HFB policies.

REASONING ABILITY:

Ability to apply common sense understanding to execute detailed written or oral instructions, addressing problems with a few concrete variables in standardized situations.

COMPETENCIES:

Action-Oriented / Customer Focus / Results-Driven / Informing / Approachability / Learning Agility / Perseverance / Self-Development / Active Listening / Peer Relationships / Integrity and Trust / Technical Proficiency.

PHYSICAL REQUIREMENTS:

Daily responsibilities include analyzing data, communicating effectively, and remaining stationary for extended periods. The role requires frequent movement within the office and the ability to lift up to 15 pounds.

WORK ENVIRONMENT:

This position is primarily office-based, with occasional exposure to varying conditions such as humidity and strong food-related odors. The typical noise level is quiet, but may occasionally be elevated.

TRAVEL:

No travel is required for this position.

This role supports operations at the Houston Food Bank facilities and may require flexibility in hours during community events or emergencies.

Houston Food Bank (HFB) is an equal opportunity employer, committed to attracting, hiring, and developing a diverse workforce.

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