Geneva, Geneva, IL, US

Northern Illinois Food Bank’s mission is to lead the northern Illinois community in solving hunger by providing nutritious meals to those in need through innovative programs and partnerships.  Working collaboratively with a community of donors, volunteers and feeding programs, the food bank provides food across 13 northern Illinois counties each week. Northern Illinois Food Bank, a member of Feeding America, has received Charity Navigator’s 4-Star rating for eleven consecutive years for its fiscal responsibility. Ninety-seven percent of the food bank’s resources go to programs that feed the hungry.

Job Description

Summary/Objective

The Help Center Manager coordinates the workflow of the call center, monitors call center activity, ensure timely execution of communications, engages internal knowledge expert in timely issue resolution and is held responsible for the overall performance of the Help Center team. Supports and assists with the development of Northern Illinois Food Bank food safety operations and procedures. Works cross functionally across multiple teams in the promotion of food across our network and to ensure quality customer service delivery. Manages, tracks and enforces policies and procedures.

 

Essential Functions

• Supports high call volume environment, ensuring high quality customer service
• Oversees and audits the accuracy of agency orders placed
• Create tools and training materials, such as scripts to ensure consistency in service delivery
• Develops defined process for complaint resolution
• Helps to ensure the food bank moves more food to the right place at the right time by collaborating daily with operations teams, including transportation
• In collaboration with Operations leaders, proactively manages service delivery challenges such as weather related delays and delivery disruptions

• Develops consistent messaging and uniform program/product information in all communication 

• Ensures product standardization of bulk repack product labeling and cooking instructions

• In collaboration with Operations leaders, develops food safety and sanitation practices

• Is responsible to adhering to the food safety standards established by Northern Illinois Food Bank as outlined by Feeding America and per AIB accreditation. This includes all applicable training. 

 

Education, Skills and Experience

• Customer service experience required
• Intermediate technical skills required
• Bachelor’s degree required
• Call center experience highly desired
• Excellent verbal and written communication skills
• Detail oriented
• Experience working in a fast paced environment with multiple shifting priorities
• Knowledge of food bank programs, services, policies and procedures desired
• Excellent organizational, analytical and problem solving skills
• Proven ability to coach, motivate and develop employees
• Ability to work independently and with diverse populations
• Sales experience desired

 

EEO Statement

Northern Illinois Food Bank is an Equal Opportunity Employee (EEO).