Peer Support Customer Service Representative

Second Harvest of Silicon Valley
Part time Full day
Moss Beach, CA

About Second Harvest of Silicon Valley


Founded in 1974, Second Harvest of Silicon Valley is one of the largest food banks in the nation and a trusted nonprofit leader in ending local hunger. The organization distributes nutritious groceries through a network of more than 300 partners at drive-thru and walk-up sites across Santa Clara and San Mateo counties. Due to the prohibitively expensive cost of living in Silicon Valley and the economic downturn caused by the COVID-19 pandemic, hunger is at an all-time high. Second Harvest is now serving an average of 500,000 people every month, twice as many people as it reached pre-pandemic. Second Harvest also connects people to federal nutrition programs and other food resources, and advocates for anti-hunger policies on the local, state and national levels. To learn more about how Second Harvest is responding to the incredible amount of need in Silicon Valley, visit shfb.org.


About the Position


The Client Innovation Team is looking for highly social, organized, dedicated community members to act as Customer Service Representative at Second Harvest distributions. This position supports the Client Innovation and Programs and Services departments by demonstrating and engaging with volunteers about the importance of excellent customer service, providing translation support for clients at distributions, and recruiting and training bi-lingual volunteers.


The Peer Customer Service Representative must be passionate about offering world class customer service, communicating effectively, and connecting meaningfully with a diverse group of people across multiple grocery distributions

This role requires verbal and written fluency in one language in addition to English, cultural knowledge supporting that language, exceptional communication skills, and a commitment to combatting prejudice and racism in our community. In this role, this person will have the opportunity to act as a support system for vulnerable members of their community and help them build resilience, while working with a diverse and talented group of people across multiple organizations

This job might be for you if:


  • You want to connect meaningfully with a wide variety of people in the community
  • You believe that food is a basic human right

  • You are committed to equity

  • You have the desire to work with a close-knit team of compassionate, funny, and hardworking colleagues who believe in and support each others efforts and success

  • You are passionate about effective communication


Duties and Responsibilities:


On-Site Customer Service Support


  • Interact directly with clients to ensure a positive experience, explain processes, provide updates and information (including nutrition materials, food safety, Food Connection contact info) and collect feedback
  • Monitor customer service provided at assigned distributions and work with site leads and volunteers to continuously improve the client experience

  • Report back to Program Manager and Client Innovation team about observations conducted at distributions and noteworthy interactions with clients and volunteers

  • Work with Program Manager and Client Innovation team to analyze and solve problems

  • Complete the full cycle of communication between clients, volunteers, and Second Harvest staff

  • Connect clients to other resources (Financial, housing assistance, mental health, etc.)


Training

  • Recruit and train Peer Customer Service Volunteers to provide ongoing, language-appropriate customer service at specific sites

  • Recruit and train volunteers for other potential roles, based on their interests (i.e., nutrition education)

  • Work with Client Innovation Team and Program Managers to identify distributions that would benefit from customer service trainings

  • Assist Program Managers and Site Leads in volunteer recruitment in efforts to deepen connection with clients

  • Coordinate with and support recruited volunteers
  • Make recommendations to improve work processes and communication between stakeholders

  • Provide input on program decision-making


Translation Support


  • Act as a translator for non-English speaking clients that come to our distributions

  • When possible, assist in the translations and offering of existing customer service workshops
  • When possible, assist in the translations of written materials (Forms, calendars, flyers, surveys, etc.) for distributions into appropriate languages
  • Help create a more inclusive welcome packet for clients when first attending a distribution

  • Update and create signage for distributions and possibly the Second Harvest website


The ideal candidate will possess the following professional qualifications:

  • Exceptional cross-cultural communication skills

  • Desire to serve and provide an excellent client experience

  • Outgoing, friendly, personable and non-judgmental

  • 2-4 years of applicable work experience

  • Experience in customer service and/or trauma-informed care

  • Fully bilingual (verbal and written) in English and another language
  • Knowledgeable about the concept of cultural humility

  • Energized and fulfilled by engaging with others
  • Problem solver

  • Adaptable and flexible
  • Life experience valued above educational or professional experience


Reports To:



Head of Client Innovation



Location:



Primarily at distributions but also at any one of Second Harvest of Silicon Valley offices and some remote work



Hours:



Fulltime, Exempt. Regular schedule with occasional evenings and weekends



Compensation:

Salary commensurate with background and experience. Outstanding and generous health benefits program, Flexible Time Off, ten paid holidays, and retirement plan.




EOE


UNDER-REPRESENTED GROUPS ARE ENCOURAGED TO APPLY

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