Houston Food Bank
Customer Experience Center Representative
Houston Food Bank, Houston, Texas, United States, 77246
Customer Experience Center Representative
This position is a grant funded role through April 30, 2026. Job Type: Temporary.
Position Summary The Customer Experience Center (CEC) serves as a gateway for the community to get information and resources needed to achieve the Houston Food Bank’s (HFB) mission of Food for Better Lives. The CEC Representative is responsible for being knowledgeable of all HFB departments and programs and providing excellent customer service to all callers and visitors by providing social service information, resources, and referrals throughout the organization and its network of partners.
Adhere to PACT values. (Purpose: Using our strengths passionately to contribute to our mission. Accountability: Choosing to rise above one’s circumstances and demonstrating ownership to achieve results. See It. Own It. Solve It. Do It. Courage: Standing up for what’s right and acting. Transparency: Doing things openly and honestly).
Essential Job Functions
Reliable, consistent, on‑site attendance is a requirement. This position requires punctuality and dependable attendance to meet the needs of the business, including attending and participating in meetings and presentations.
Manages a large volume of inbound and outbound calls promptly, providing excellent customer service to all callers.
Engages in active listening of callers to route calls effectively.
Identifies neighbors’ needs, clarifies information, researches every issue, and provides solutions and/or alternatives. Works to resolve neighbor complaints in a solution‑oriented manner.
Communicates clearly and effectively while contributing as a productive member of the CEC team.
Provides accurate, valid, and complete information by utilizing the tools/methods.
Assists neighbors seeking application assistance for SNAP, Medicaid, TANF, and CHIP, in addition to local referral resources.
Provides relevant information on services via phone, text, or chat functions of HFB.
Follows communication procedures, guidelines, and policies.
Attends relevant meetings, adheres to deadlines, and participates in organizational, departmental, and team‑level goals and objectives, as needed.
Supervisory Responsibilities This position has no supervisory responsibilities.
Education and Experience
High School Diploma from an accredited school or GED certificate. Associate degree preferred.
1+ year of phone customer service experience.
Bilingual experience (English‑Spanish) required.
Certificates, Licenses, and Registrations None.
Special Knowledge/Skills/Abilities
Ability to work with a diverse population, including the public.
Proficiency with Excel, Word, and Outlook.
Strong customer service skills and willingness to assist others.
Able to communicate complex information clearly.
Self‑starter / self‑motivated.
Attention to detail.
Strong problem‑solving abilities.
Able to cooperate and coordinate well with other departments.
Must possess excellent written and verbal communication.
Ability to operate a computer, copier, and other business equipment.
Ability to organize work, time, and self.
Ability to meet all deadlines.
Ability to work independently with minimum supervision.
Compliance Carries out responsibilities in accordance with HFB policies.
Reasoning Ability Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability needed. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
Competencies Action‑Oriented / Customer Focus / Drives for Results / Informing / Approachability / Learning on the Fly / Perseverance / Self‑development / Listening / Peer Relationships / Integrity and Trust / Functional/Technical Skills.
Physical Requirements While performing the duties of the job, the employee is required daily to analyze and interpret data, communicate, and remain in a standing or stationary position for a significant amount of the workday; and often access, input, and retrieve information from the computer and other office productivity devices. The employee must regularly move about the office and around the facility, use hands, wrists, and fingers to grip, type, and write. The employee must frequently lift 15 pounds. The employee will need to have the average ability to hear horns, warnings, and alerts associated with a warehouse.
Work Environment The work environment is generally an enclosed office environment, though the employee is occasionally exposed to wet and/or humid conditions, strong food‑related smells, and outside weather conditions. The noise level is typically quiet, but the employee will be occasionally exposed to loud noise levels (e.g., horns, fans).
Travel Requirements No travel is required for this role.
Other Is legally able to work in the United States.
Salary Starting Pay: $18.50 – $20.50.
Seniority Level Entry level.
Employment Type Temporary.
Job Function Other.
Industries Non‑profit Organization Management.
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Position Summary The Customer Experience Center (CEC) serves as a gateway for the community to get information and resources needed to achieve the Houston Food Bank’s (HFB) mission of Food for Better Lives. The CEC Representative is responsible for being knowledgeable of all HFB departments and programs and providing excellent customer service to all callers and visitors by providing social service information, resources, and referrals throughout the organization and its network of partners.
Adhere to PACT values. (Purpose: Using our strengths passionately to contribute to our mission. Accountability: Choosing to rise above one’s circumstances and demonstrating ownership to achieve results. See It. Own It. Solve It. Do It. Courage: Standing up for what’s right and acting. Transparency: Doing things openly and honestly).
Essential Job Functions
Reliable, consistent, on‑site attendance is a requirement. This position requires punctuality and dependable attendance to meet the needs of the business, including attending and participating in meetings and presentations.
Manages a large volume of inbound and outbound calls promptly, providing excellent customer service to all callers.
Engages in active listening of callers to route calls effectively.
Identifies neighbors’ needs, clarifies information, researches every issue, and provides solutions and/or alternatives. Works to resolve neighbor complaints in a solution‑oriented manner.
Communicates clearly and effectively while contributing as a productive member of the CEC team.
Provides accurate, valid, and complete information by utilizing the tools/methods.
Assists neighbors seeking application assistance for SNAP, Medicaid, TANF, and CHIP, in addition to local referral resources.
Provides relevant information on services via phone, text, or chat functions of HFB.
Follows communication procedures, guidelines, and policies.
Attends relevant meetings, adheres to deadlines, and participates in organizational, departmental, and team‑level goals and objectives, as needed.
Supervisory Responsibilities This position has no supervisory responsibilities.
Education and Experience
High School Diploma from an accredited school or GED certificate. Associate degree preferred.
1+ year of phone customer service experience.
Bilingual experience (English‑Spanish) required.
Certificates, Licenses, and Registrations None.
Special Knowledge/Skills/Abilities
Ability to work with a diverse population, including the public.
Proficiency with Excel, Word, and Outlook.
Strong customer service skills and willingness to assist others.
Able to communicate complex information clearly.
Self‑starter / self‑motivated.
Attention to detail.
Strong problem‑solving abilities.
Able to cooperate and coordinate well with other departments.
Must possess excellent written and verbal communication.
Ability to operate a computer, copier, and other business equipment.
Ability to organize work, time, and self.
Ability to meet all deadlines.
Ability to work independently with minimum supervision.
Compliance Carries out responsibilities in accordance with HFB policies.
Reasoning Ability Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability needed. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
Competencies Action‑Oriented / Customer Focus / Drives for Results / Informing / Approachability / Learning on the Fly / Perseverance / Self‑development / Listening / Peer Relationships / Integrity and Trust / Functional/Technical Skills.
Physical Requirements While performing the duties of the job, the employee is required daily to analyze and interpret data, communicate, and remain in a standing or stationary position for a significant amount of the workday; and often access, input, and retrieve information from the computer and other office productivity devices. The employee must regularly move about the office and around the facility, use hands, wrists, and fingers to grip, type, and write. The employee must frequently lift 15 pounds. The employee will need to have the average ability to hear horns, warnings, and alerts associated with a warehouse.
Work Environment The work environment is generally an enclosed office environment, though the employee is occasionally exposed to wet and/or humid conditions, strong food‑related smells, and outside weather conditions. The noise level is typically quiet, but the employee will be occasionally exposed to loud noise levels (e.g., horns, fans).
Travel Requirements No travel is required for this role.
Other Is legally able to work in the United States.
Salary Starting Pay: $18.50 – $20.50.
Seniority Level Entry level.
Employment Type Temporary.
Job Function Other.
Industries Non‑profit Organization Management.
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