Program Support Associate

Position Title: Program Support Associate

Classification: Non-Exempt

Reports To: Programs Manager

Location: Wyoming

Compensation: $20.00/hourly

Benefits: Medical, dental, and vision, a 401(k) retirement plan with a 4.5% company match plus potential additional matching based on tenure, PTO, paid sick leave, paid holidays, and a flexible schedule

As the largest food distributer in Wyoming, Food Bank of Wyoming is passionate about ensuring every community member has the resources they need to thrive. Supporting our Wyoming communities begins with passionate, mission-driven individuals.

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.

If you are looking for a mission-focused organization where innovation and teamwork are encouraged and new ideas are valued, then this is an ideal position for you.

The mission of Food Bank of Wyoming is to ignite the power of community to nourish people facing hunger. We provide food and necessities to people in need through signature programs and by teaming up with hundreds of Hunger Relief Partners to serve communities across Wyoming. We believe that for a community to thrive, every person must have the resources they need to flourish, and we strive to provide proper nourishment for every neighbor.

Food Bank’s team is dedicated to creating an efficient food distribution network to eliminate hunger. Staff is committed to embodying the organizational values and mission in all activities.

Primary Responsibilities:

• Provide outstanding customer service and respond to partner queries or concerns timely and accurately via phone and email.
• Create, track, and respond to applicable HelpDesk 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 Link2Feed
• 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
• Provide limited backup for Finance; i.e. payment issues
• Handle confidential information with discretion and care, ensuring the privacy and respect of employees, volunteers, partners, donors, or others

Required Knowledge, Skills, and Abilities:

• Commitment to fulfilling the Food Bank of the Wyoming mission and positively representing the brand both internally and externally
• Ability to provide excellent customer service and communicate effectively with a wide range of constituents
• Maintains confidentiality of sensitive and privileged [employee/donor/volunteer/neighbor] information and protects organization operations
• Excellent phone and email etiquette
• Demonstrated compassion and sensitivity
• Excellent organizational, time management, and follow-through skills
• Self-directed and results-oriented, independent problem solver
• Proficient in Microsoft Word; strong data entry skills
• Mastery in Excel
• Extensive background in Customer Relationship Management (CRM), and HelpDesk software
• Ability to effectively communicate with internal and external parties

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Shared office environment; outdoor work environment occasionally.
• Occasional handling of equipment used to facilitate the sale, storage, transport, and disposal of food.
• Sitting and standing for long periods, walking intermittently
• Using office equipment such as a phone, computer, mouse, keyboard, printer
• Occasionally lift or move up to 30 pounds

Required Qualifications:

• High school diploma or equivalent required; Bachelor’s degree a plus; or equivalent work-related experience
• Minimum 2 –3 years of working in customer service roles
• Familiarity with CRM’s preferred
• Non-profit experience is a plus

Expected Hours of Work:

This is a full-time, non-exempt position working approximately 40 hours per week and is eligible for overtime for any hours worked over 40-hour per week. Work schedule consists of weekdays and occasionally after-hours or Saturdays.

Compensation:

$20.00/hourly

Benefits:

At Food Bank of Wyoming, we provide a fulfilling workplace along with a comprehensive benefits package that includes:

• Generous Paid Time Off: Flexible paid time off, including 10 paid holidays, sick leave, parental leave, and opportunities for paid volunteer time.
• Robust Retirement Plan: A 401(k) retirement plan with a 4.5% employer match, plus additional matching based on tenure for a total potential match of up to 8.5%, to support your long-term financial security.
• Comprehensive Health Coverage: Competitive health, dental, vision, and life insurance plans to support your meet your and your family’s needs.
• Bilingual Incentive: A monthly incentive for certified bilingual staff, recognizing and rewarding your valuable language skills.

To Apply:

Apply online through wyomingfoodbank.org/join-our-team/. Applications will be accepted until May 1, 2025.

Thinking about applying?

True passion and excitement for making an impact are just as important as work experience.

We encourage you to apply even if you feel you don't check every box in this posting.

Food Bank of Wyoming is an Equal Opportunity Employer (EOE), M/F/D/V/SO. We are committed to providing reasonable accommodations to applicants with disabilities in order to participate in the application or interview process. If you require any accommodation, please contact us at hr@foodbankrockies.org or 303.371.9250.