<p>GENERAL DESCRIPTION:</p> <p>Neighbors across Cook County regularly contact the Food Depository with questions about food access, public benefits, and volunteer opportunities. The Specialist will provide high-quality, values-aligned service to all neighbors as their initial point of contact with the Food Depository, connecting them with appropriate support and resources. Activities include pre-screening for public benefits eligibility, information dissemination, training, referral support, and data tracking. In addition, the Specialist will use software systems such as a client CRM and a call center.</p> <p>KEY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:</p> <ul> <li>Provide quality customer service with a courteous and approachable demeanor and holistic focused neighbor support, both in-person and via telephone. </li><li>Accurately assess caller's needs and screen for services and programs according to Standard Operating Procedures (SOP). </li><li>Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups. </li><li>Deliver on key performance indicators (KPIs) and organizational goals. </li><li>Use Neighbor CRM metrics/tracking tool and assist with reporting as needed. </li><li>Document neighbor calls correctly into relevant technology platforms, including the Neighbor CRM tool. </li><li>Maintain accurate case files and client records. </li><li>Respect and maintain client confidentiality. </li><li>Demonstrate a willingness and ability to work with challenging callers. </li><li>Connect, screen and refer neighbors to other stabilizing resources and services, such as WIC, Medicaid, emergency financial assistance, food pantries, employment services, and other. </li><li>Provide administrative support for the submission of benefits applications and supporting documentation, as assigned. </li></ul>