SUNBucks Call Center Manager

WHO WE ARE: FRESHFARM builds a more equitable, vibrant, sustainable, and resilient food future for the region by producing innovative solutions in partnership with local communities and organizations in the DC area. We create food access, economic development, and community building through hands-on education, farmers markets, and distribution programs. The Food Access team administers programs such as Produce Plus, FRESHMATCH, Free Summer Meals, Senior Farmers Market Nutrition Program (FMNP). These programs provide locally grown fruits and vegetables from farmers markets to residents with limited access to fresh, nutritious food.

WHO YOU ARE:

• Passionate about FRESHFARM mission and values and committed to supporting Food Access locally.
• A team leader with minimum 2 years of experience supervising full-time employee(s).
• Have at least 2 years working in a high-volume customer or client-facing position.
• Detail oriented and organized with strong project management skills.
• Demonstrated success in building relationships with socioeconomically diverse individuals from different backgrounds, ages, and languages.

Spanish language skills, experience with call forwarding software, and/or experience in farmers markets, food access, or social services preferred, but not required

WHAT YOU’LL DO: The two SUNBucks Call Center Managers will supervise a team of SUNBucks Call Center Associates in order to provide ample coverage for SUNBucks and other program inquiries to our phone hotline. Managers and their team will work to support DC residents to understand and access SUNBucks as well as other federal and local food assistance programs they may be eligible for. This position reports to the Director of Incentive Programs.

Call Center and Staff Management

• Supervise, schedule, coach, and train a team of Call Center Associates to handle inquiries in a high-volume call center environment;
• Collaborate with one other Call Center Manager to manage daily cell center operations and facilitate regular meetings with Call Center staff;
• Maintain data integrity and privacy throughout operations;
• Follow up on case status and communicate action items and next steps for DC residents, partners;
• Provide general admin and operations support for related food access programs

Partnership and Information Sharing

• Collaborate with DC state agencies to enhance service delivery and operational efficiency;
• Share outreach materials with other community-based organizations and partners.

Data Tracking and Reporting

• Ensure Call Center Associates meet daily call data tracking and monitoring requirements;
• Support the FF Food Access Team in understanding trends and responding to needs of callers.

THE PERKS:

• Enjoy a relational workplace that values our people as the engine of our work
• Play a key role in supporting the critical work to support local community members access to fresh, affordable food
• Help FRESHFARM pioneer our first year leading SUNBucks hotline operations in the District!

THE DETAILS:

• This is a full-time, 40 hour / week position, expected to work 5 days / week. The SUNBucks Call Center will be open 9am to 6pm M-F and 9am - 3pm Sa- Su:
  • A typical schedule will involve 3-5 weekdays, and 1-2 weekend days, usually Tuesday - Saturday or Sunday - Thursday, based on program need.
• This is a seasonal role that we expect to start in early May and end on September 30th, with potential to extend through November 15th, pending program needs.

PHYSICAL & OTHER REQUIREMENTS

• Must be proficient with GSuite or similar software.
• Must be able to remain in a stationary position and/ or move about the worksite for 6-8 hours per workday during in-person shifts.
• Must be able to talk on the phone for up to 7 hours per day.
• Must be fully vaccinated against COVID-19 or test weekly if working in person, per FF policy.
• Must have access to a personal cell phone; $25/mo cell phone stipend provided for use.

EQUAL OPPORTUNITY EMPLOYMENT

FRESHFARM is an equal opportunity employer. We are committed to diversity and building an equitable and inclusive workplace for people of all backgrounds and experiences. We encourage members of traditionally underrepresented groups to apply, including people of color, LGBTQ+ people, veterans, and people with disabilities. We do not discriminate, and will take affirmative action measures to prevent discrimination against any employee or job applicant on the basis of race, color, national origin, gender, gender identity, gender expression, sexual orientation, age, religion, creed, disability, or veteran status in the following areas: employment, recruitment, or advertisements for employment; compensation, termination, upgrading, and promotions; any other conditions of employment.