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The Calgary Food Bank is looking for an Associate to join our Research and Client Services team! This position supports the external referral process of partner agencies and responds to agencies’ support requests and assists the client intake process done by call center volunteers.

Primary responsibilities

• Monitors and processes external referral system and responds to requests in a timely manner.
• Provides training regarding the referral system to partner agencies, in person or via phone.
• Manages support requests and resolves technical issues in a timely manner.
• Identifies key issues and provides problem solving solutions in software management and reporting.
• Accurately enters and tracks data.
• Oversees up to 15 volunteers ensuring quality requirements are followed.
• Ensures clear inter-departmental communication and problem solving.

Decision making and leadership capabilities

• Makes decisions daily based on the Calgary Food Bank’s criteria and hamper request processes.  
• Strong crisis management, conflict resolution, problem solving and teamwork skills. 
• Supports and always enacts the organization’s value of treating clients with respect and dignity.

Education and experience required

• An undergraduate degree and 3 years of non-profit and/or customer service experience dealing with a wide variety of people and/or the public. A relevant combination of education and experience will be considered.  
• Experience with information management systems including customer relationship management tools.  
• Technical documentation management, system maintenance, and proven experience in troubleshooting and problem solving. 
• Experience in team lead or trainer role would be considered an asset. 
• Knowledge of additional languages would be considered an asset.

Skills and capabilities

• Strong customer service and client-oriented skills. 
• Communication skills, ability to interact with various stakeholders, customers and team members. 
• Advanced computer knowledge, technical expertise and problem-solving talents. 
• Working knowledge of information system design.  
• Multi-tasking, flexible and responsive to the demands of the department. 
• Knowledge of community resources would be an asset.