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About Second Harvest of Silicon Valley

Founded in 1974, Second Harvest of Silicon Valley is one of the largest food banks in the nation and a trusted nonprofit leader in ending local hunger. The organization distributes nutritious groceries through a network of nearly 400 partners at drive-thru and walk-up sites across Santa Clara and San Mateo counties. Due to the prohibitively expensive cost of living in Silicon Valley, the economic downturn caused by the COVID-19 pandemic, and the rise in inflation, Second Harvest is now serving an average of 450,000 people every month. Second Harvest also connects people to federal nutrition programs and other food resources, and advocates for anti-hunger policies on the local, state and national levels. To learn more about how Second Harvest is responding to the incredible amount of need in Silicon Valley, visit shfb.org.

About the Position

The Front Office Specialist will ensure excellent service and effective and efficient front office workflow, while assisting the Volunteer team with administrative tasks. The shifts will be from 8 am to 5pm on Monday to Friday, with the flexibility to work an occasional evening or weekend shift when necessary. You will provide courteous, informative, and efficient telephone/counter reception to all visitors and provide expert administrative support for Second Harvest staff. You must be self-starting, self-directed and proactive. You will work alongside the Front Office Specialist, covering breaks/lunches and absences.

Responsibilities

Front Office (Cypress Lobby)- 50%

• Answer main phones, respond to inquiries, screen and direct incoming telephone calls to appropriate staff.
• Open and distribute incoming mail following established procedures.
• Serve as a main point-of-contract for Second Harvest, provide excellent customer service for all clients, both internal and external.
• Provide primary counter reception and general informational services regarding the Second Harvest and its programs.
• Keep lobby area literature well-stocked with current information.
• Receipt and route donations at the front counter.
• Keep workroom, supply rooms, break room, and common areas clean, organized and adequately stocked.
• Send, receive and distribute FAX documents during downtime.
• Perform in-house administrative projects during downtime.

Volunteer Engagement – 50%

• Provide primary coverage of the volunteer front desk, assisting volunteer check-ins
• Learn and use the Salesforce platform to register, check-in, and print name labels for volunteers.
• Learn and apply organizational policies regarding volunteers in a friendly manner, especially regarding minors, court mandated volunteers, and vaccine requirements
• Understand and uphold safety standards to ensure a safe experience for all volunteers
• Reply to email and phone inquiries in a timely and customer service-oriented manner.
• Be available to answer volunteer questions in person and over the phone as needed.
• Other duties supporting Volunteer Engagement as appropriate

The ideal candidate will possess the following professional qualifications:

• Demonstrated experience with, and knowledge of, general office practices, principles and procedures, ability to type with intermediate to advanced computer experience having a working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
• Demonstrated excellent customer service skills, telephone etiquette, possess an engaging personality with the ability to interact with a diverse socio-economic and ethnic population.
• Work experience in standard office equipment that is used in administrative offices, including photocopier, FAX machine, and multi-line phone system.
• Demonstrated ability to organize, plan and carry out work assignments to meet specific timelines; maintain work hours; proven record of accuracy in completing and reviewing data.
• Proven ability to work as a team player to work and interact constructively with individuals (Second Harvest staff and volunteers) from a variety of socioeconomic backgrounds in a culturally diverse work environment.
• Ability to multi-task and set work assignment priorities.
• Ability to perform duties in accordance with Second Harvest Policies and Injury Prevention Program.
• Remain in a seated position while operating a computer, telephone and other applicable office equipment, or read information from a computer monitor, enter data using a computer keyboard.
• Bilingual proficiency in a needed language (English/Spanish; English/Vietnamese; English/Chinese; English/Russian; English/Tagalog) is highly desirable.
• Proficient in Word, Excel, Outlook, and PowerPoint.
• Able to learn and demonstrate proficiency in Salesforce as opportunities to use the software will be presented.
• High school graduate or equivalency with some college preferred, with one or more years’ paid work experience in front office/customer service environment.

EOE

Second Harvest is committed to being an equal opportunity employer which values diversity. Under-represented groups are encouraged to apply for all positions.

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