Program Support Associate

The Program Support Associate is responsible for supporting our partners through daily operations, including compliance and platform training; confirming/completing purchases; shepherding upgrades/returns, performing partner site reviews, and providing any other necessary assistance. This role is a primary point of contact for our Hunger Relief Partners' inquiries and requires excellent interpersonal and customer service skills, telephone etiquette, and good communication. Exceptional organizational skills and the ability to multi-task are essential.

The Program Support Associate is responsible for supporting our partners through daily operations, including compliance and platform training; confirming/completing purchases; shepherding upgrades/returns, performing partner site reviews, and providing any other necessary assistance. This role is a primary point of contact for our Hunger Relief Partners' inquiries and requires excellent interpersonal and customer service skills, telephone etiquette, and good communication. Exceptional organizational skills and the ability to multi-task are essential.

• Provide outstanding customer service and respond to partner queries or concerns timely and accurately via phone and email.
• Create, track, and respond to applicable Help Desk tickets via phone, email, online, or in person
• Identify our Hunger Relief Partners' trending issues/needs and facilitate proactive intervention
• Identify partner issues and report them promptly to management for quick resolution
• Provide our Hunger Relief Partners with assistance with online platforms, including Agency Express, Vivery, and Link2
  
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• Assist with Partners' compliance with food safety certification per Feeding America guidelines
• Oversee new partners onboarding process
• Train partners’ staff and volunteers as needed
• Create and design the monthly email Hunger Relief Partner newsletter
• Assist the Receptionist with greeting guests and ensuring they sign in/out of the Visitors' Log
• Help with public inquiries about partner locations or other resources
• Assist Programs Team with data entry, data tracking, and constituent research
• Process agency updates in the CERES database, Vivery, and CRM
• Monitor Agency Relations Resource Center and Partner Support sites
• Provide backup for Receptionist
• Provide support to Agency Operations Specialist for Fresh Food Center pick up calendar
• Create and manage CERES/Agency Express ordering calendar schedules and monitor partners for order window compliance
• Handle confidential information with discretion and care, ensuring the privacy and respect of employees, volunteers, partners, donors, or others

• Instills Trust:
  Builds confidence with partners, coworkers, and other constituents by communicating professionally, protecting confidential information, and following through on commitments. Demonstrates discretion, consistency, and sound judgment in daily interactions.
• Collaborates:
  Works effectively with the Programs Team and other departments to share information, resolve partner needs, and provide support where needed. Communicates openly and contributes to a team-focused environment that supports the Food Bank’s mission.
• Customer-Centric Focus:
  Provides timely, accurate, and compassionate support to Hunger Relief Partners and other community members through phone, email, Help Desk, and in-person interactions. Identifies partner needs and works proactively to provide solutions or connect them with the appropriate resources.
• Ensures Accountability:
  Takes ownership of assigned responsibilities, follows established processes, maintains accurate records and data, and completes tasks within expected timelines. Identifies issues or…