REPORTS TO: Full Cart Program Director

DEPARTMENT: Full Cart

DIRECT REPORTS: None

EMPLOYMENT TYPE: Part-Time, Non-Exempt

BILINGUAL: English and Spanish

WHY THIS ROLE MATTERS

When someone reaches out for help, you will be the voice they hear, and that moment matters. Every call is a chance to uplift a family, answer questions with kindness, and offer encouragement without judgment. This role is more than a job, it is a chance to build trust, create clarity, and ensure that every person feels seen and supported. You will be a champion for care, helping individuals navigate access to food and health-related resources with warmth, respect, and dignity.

POSITION SUMMARY

Client Experience Support Agents are essential to the care and connection that defines the Full Cart Program. In this role, you will provide warm, respectful phone-based support to individuals and families navigating food access and health-related resources. Through a combination of inbound and outbound calls, agents offer guidance, listen with empathy, and make sure each household feels seen, supported, and informed.

This position is ideal for individuals with backgrounds in social work, public health, nursing, pharmacy, pre-med, or human services, as well as those looking to grow in community health and support work. All representatives are trained to communicate clearly, maintain confidentiality in accordance with The Health Insurance Portability and Accountability Act (HIPAA), and uphold the dignity of everyone we serve.

MAIN RESPONSIBILITIES

• Thrive in a high-volume call center environment that supports 500 to 1,000 participant calls per day, while ensuring each interaction is personal, clear, and compassionate.
• Make outbound calls to program participants to walk them through simple steps related to food assistance, digital support, or well-being check-ins.
• Answer inbound calls from individuals who may have questions about how to register, how to access their benefits, or navigate their current support.
• Speak kindly and clearly, using language suitable for a third to fifth-grade reading level.
• Follow HIPAA guidelines when handling participant information and maintain strict confidentiality at all times.
• Accurately document call outcomes, barriers, and next steps in our internal system.
• De-escalate concerns with calm, non-judgmental support, without pressuring anyone into a decision.
• Help troubleshoot simple technical challenges (e.g., understanding a text message, submitting a form).
• Maintain a compassionate and professional tone, especially when working with individuals who manage Health-Related Social Needs.

These essential job functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job-related duties as required.

MINIMUM REQUIREMENTS

• High school diploma or equivalent required.
• 1+ year of experience in a call center, customer service, nonprofit, healthcare, or social support role preferred.
• Experience in social work, public health, nursing, pharmacy, behavioral health, or pre-med studies preferred, but not required.
• Strong verbal communication skills, especially when simplifying complex topics in a way that is easy to understand.
• Must be comfortable using basic computer tools and phone systems (training provided).
• Demonstrated reliability, empathy, and a solutions-focused approach.
• Salesforce experience preferred but not required.
• Experience with RingCentral Phone System preferred but not required.
• Bilingual in English/Spanish/Arabic preferred but not required.
• Flexibility to work a varied schedule.
• Must adhere to HIPAA privacy and security standards at all times.

* Background check report is required for this role.

ESSENTIAL PHYSICAL SKILLS

• Acceptable eyesight (with or without correction)
• Ability to communicate both orally and in writing
• Acceptable hearing (with or without hearing aid) to effectively interact with technology and community members.
• Ability to operate a computer and other technology-based tools
• Ability to sit for extended periods and use a computer and headset simultaneously.
• Capable of typing while engaging in active phone conversations.
• Occasionally lift or move materials up to 10 lbs if working on-site (e.g., printed guides, headsets).