Summer EBT Helpline Agent – Bilingual Spanish

Title: Summer EBT Helpline Agent – Bilingual Spanish
Supervisor: Summer EBT Assistant Manager
Status: Hourly, Full-time, Temporary
Location: Remote (in Tulsa, OK area)
Pay: $18.50/hour
Duration: May 19 through roughly September-October

OVERVIEW

Hunger Free Oklahoma is partnering with several Tribes in offering Summer EBT to eligible native and non-native students attending school within their service areas. Summer EBT is a federal program that provides benefits to buy groceries to qualifying families with school-aged children when schools are closed for the summer. This position will provide front-facing customer service to participating families by answering questions about the application process and participation.

ABOUT HUNGER FREE OKLAHOMA

Hunger Free Oklahoma is a statewide nonprofit established to leverage the power of collaboration to solve hunger in Oklahoma by improving systems, policies, and practices, facilitating public/private partnerships, and providing backbone support to existing organizations addressing hunger.

HFO’s Summer EBT Program provides backbone, technology, administrative, and customer services support to state and Tribal program administrators to increase capacity and maximize the number of eligible children participating in Summer EBT.

WHAT YOU’LL BE DOING

This remote-based position reports to the Summer EBT Assistant Manager and will focus on providing information and application assistance to English and Spanish callers. The role will evolve over time, but the core of your work will be:

• Provide high-quality customer experience:
  • Engage callers with courteous, friendly, and calm demeanor
  • Assist callers by completing and submitting Summer EBT applications over the phone, answering questions, and providing referrals and appropriate transfers as needed
  • Work to resolve calls independently and when needed, escalate to the appropriate level
• Knowledge retention regarding program details and program compliance:
  • Build knowledge about Summer EBT through provided training and ongoing updates to best serve callers
  • Uphold and operate within policies and procedures created for the Summer EBT application process and call documentation
  • Utilize training to accurately answer questions, escalate cases, and process applications
• Technical proficiency:
  • Be comfortable with call center technology, navigating multiple software systems, managing customer databases, and troubleshooting basic technical issues
  • Utilize the database and application system for applicants while simultaneously engaging with applicants via the phone
• Reliability and accountability:
  • Meet documentation and Quality Assurance expectations and requirements
  • Respond to internal messages and inquiries in a timely manner
  • Clock in and out punctually and in alignment with HFO policy
  • Be present physically and mentally during work hours
  • Ability to work 40 hours a week as scheduled during Helpline hours:
    • Monday-Friday, 8 AM – 7 PM
    • Saturday, 9 AM – 1 PM

WHO YOU ARE
To qualify for this job you will:

• Have a high school diploma, or equivalent
• Professional working proficiency in Spanish
• Be proficient in Microsoft Office Suite
• Ability to proficiently utilize computer programs and learn new software
• Have access to working internet and a dedicated workspace at home with adequate space for equipment and privacy to maintain client confidentiality during assigned shift
• Be able to sit in front of a computer monitor for multiple hours at a time
• Experience in customer service setting or call center (preferred)
• Experience with Nice inContact and Salesforce (preferred)

KEYS TO SUCCESS

• Customer Service Oriented – ability to offer high-quality and positive service to clients from diverse populations experiencing diverse situations
• Effective Communication – ability to effectively communicate to a broad range of audiences; comfortable working with a wide variety of populations
• Strategic Thinking and Problem Solving – ability to reason and solve problems in high pressure situations; troubleshoot and improve existing systems; identify long and short-term solutions
• Engaging and Passionate – ability to understand importance of program and a desire to assist callers in accessing the program
• Motivation – ability to motivate and engage with fellow agents to maintain overall morale of the program
• Multitasking – ability to handle multiple tasks at the same time with minimal errors
• Community Advocate and Inclusive Problem Solver - you are a community advocate and inclusive problem solver, demonstrating a deep understanding of diverse community needs and perspectives, and amplifying underrepresented voices in decision-making. You possess the skills to develop programs and solutions that benefit all community members. You're self-aware of your own background and experiences and how they influence your work, remaining open to feedback and committed to continuous learning and personal growth. Your dedication lies in creating fair and accessible programs for people from all walks of life, requiring strong empathy, active listening skills, and the ability to build trust with a wide range of stakeholders. You're passionate about creating positive change and addressing community challenges in ways that work for everyone.

WHAT ELSE YOU SHOULD KNOW

Hunger Free Oklahoma is an equal opportunity employer and does not discriminate on the basis of race, color, religion (creed), gender, age, national origin (ancestry), disability, marital status, sexual orientation, military status, or any other basis made unlawful by applicable federal, state, or local laws or regulations.

This position will be filled through a third-party employment agency. The selected candidate will be employed by the agency while working on assignments for Hunger Free Oklahoma.

After a week of in-person training, this is a full-time remote position requiring access to reliable internet and a dedicated workspace at home. Hunger Free Oklahoma provides the equipment.

In order to be considered for this position, you must upload a resume. Please include applicant name in the file name.

For more information about Hunger Free Oklahoma, and to apply, visit https://www.hungerfreeok.org/about/staff/join-the-team