Helpline Associate (Bilingual-Spanish)

Are you a Spanish speaker ready to showcase your stellar customer service experience?

• Is multitasking a skill you're ready to use for the greater good of your community?
• Do you believe food is a basic human right and no one in Alameda County should go to bed hungry?

If you're thinking, "That's me!", then we could be looking for you as our next Helpline Associate at the Alameda County Community Food Bank!

The Helpline Associate requires a bilingual, Spanish speaker who ideally has exceptional customer service and communication skills and is ready to multitask. This role will primarily provide individuals and community partners with information and referrals to nutrition assistance programs in Alameda County. This can look like maintaining up-to-date information in Helpline databases, keeping effective communication with Food Helpline agencies to ensure appropriate referrals, and other duties as assigned. Additionally, and in collaboration with Alameda County Community Food Bank’s Home-Delivered Groceries program, the Helpline Associate will also screen and sign clients up for ACCFB’s Home-Delivered Groceries program, troubleshooting any issues with delivery as they arise.

Knowledge, Skills and Abilities

Required Competencies

• Previous experience in a customer service role or call center role.
• Demonstrated fluency verbal and written communication skills in Spanish and English.
• Excellent customer service skills including but not limited to empathy, tact and patience.
• Knowledge of communities and neighborhoods in Alameda County.
• Strong computer skills; experience using MS Word, Excel and Outlook.
• Attention to detail and strong organizational skills; ability to prioritize and handle multiple tasks and ensure clients are responded to in a timely manner.
• Ability to work some weekends and evenings and occasional light travel.
• Valid California Driver’s License, insurable driving record and access to vehicle for spontaneous local travel.
• This position may work a maximum of two days remotely and is required to be in the community a small percentage of the time. Community work may be required on remote days.

Preferred Qualifications

• Knowledge of social services available for low-income individuals in Alameda County.
• Experience in a social service nonprofit with a variety of stakeholders and deeply rooted community values.
• Proficiency with databases.
• Experience working with seniors (age 60+) and/or college students.

Personal Attributes and Values

• Passion, enthusiasm, focus, and creativity around Alameda County Community Food Bank’s vision, mission and values of community, leadership, transparency, innovation and diversity.
• Excellent judgement; impeccable integrity and honesty; able to handle confidential information responsibly.
• Strong work ethic with an orientation toward action, innovation and process improvement.
• Innovative self-starter and problem solver with a bias towards action.
• Ability to work both independently and in a collaborative setting with people of diverse backgrounds and circumstances.

Physical Requirements

This work is located in an open office call center environment. Physical activities necessary in the performance of this job: ability to sit at a computer workstation for up to five hours at a time; ability to move throughout the 118,000 sq. ft. food bank facility in performance of duties; ability to bend, lift and carry up to 30 lbs. on occasion; ability to interpret instructions and questions when asked; ability to operate computer and phone equipment.

Compensation

This is a full-time, non-exempt position working Monday through Friday, 8:30 a.m. to 5:00 p.m. (7.5 hour workday; 1 hour unpaid lunch). The non-negotiable starting salary is $26.19 per hour (approx. $51,800) per year).

If you meet these qualifications and want to join our mission, please submit your resume and answer our application questions by clicking the apply button below.