Fresh Connect Cardholder Success Associate

About Fresh Overview

About Fresh is a Boston-based nonprofit committed to expanding access to the high-quality, fresh food that is vital to people’s health, wellbeing, and culture. By empowering individual purchasing power, ensuring local and convenient access to fresh food, and taking into account the different ways in which people experience food, About Fresh is transforming the food system and who pays for it. About Fresh operates two programs:

• Fresh Truck mobile markets bring affordable, healthy food to Boston neighborhoods;
• Fresh Connect is a pre-paid debit card and analytic platform that enables healthcare providers to cover the cost of healthy food for patients and measure related health impacts.

Position Description

About Fresh is looking for someone to improve our cardholder support operations in service of providing the highest level of support to all Fresh Connect cardholders.

Who you are

• Welcome new cardholders  to the Fresh Connect program via phone call, ensure they have received their Fresh Connect card, and set them up for success in the program by answering their questions and helping them find the Fresh Connect retailer closest to them
• Contact cardholders who have not used their Fresh Connect card in an extended period of time and provide the assistance needed for the cardholder to re-engage with the program
• Answer inbound calls and return missed calls from cardholders in a timely manner, assisting cardholders with any questions or concerns about the Fresh Connect program 
• Log and properly document all inbound and outbound communications with Fresh Connect cardholders in the Fresh Connect platform
• Utilize the Language Line to assist non-English speaking cardholders
• Work with Fresh Connect team, specifically the Fresh Connect Cardholder Success Manager, to provide insight into cardholder experiences and any feedback on customer service interactions
• Assist in enrolling new participants into Fresh Connect by moving enrollment data from partners’ enrollment tools into the Fresh Connect platform 

Who you are

• 1-2 years of call center experience or customer service experience; preferably some or all of that experience at a healthcare or finance technology company
• Bilingual English/Spanish highly preferred
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Proficient in Google Suite and call center equipment/software programs, phone systems, MS Office, etc
• Ability to adjust schedules to meet customer needs and solve their problems effectively
• Great attention in details and written documentation, and are exceptionally organized, with planning and prioritization skills 
• Natural relationship builder with high energy and excellent communication skills
• You embrace and demonstrate comfort working with diverse individuals, with a strong sense of social justice
• Self-starting with a strong work ethic, entrepreneurial drive, service mentality, and ability to work autonomously and in a multicultural, multifunctional team
• A curious and proactive problem solver who is eager to learn new things

COVID Requirements

COVID-19 Vaccination Requirement

About Fresh requires its Colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, pregnancy, or religious belief that prevents them from being vaccinated.

• If you are vaccinated, you are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status within the first 30 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 60 days of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with About Fresh.
• If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 30 days of your employment in order to remain employed with About Fresh. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, then your employment may be terminated.

What you’ll get

• Work with a dynamic, dedicated, and diverse team to make it easier for people to get the food they need to be healthy, happy, and hopeful
• The salary range for this position is $55,000 - $60,000
• Competitive benefits package provided for employees and eligible dependents, including full employer paid health, subsidized dental and vision coverage
• 3 weeks paid vacation time, plus last week of the year off, and 14 paid company holidays
• 403-b retirement savings matching
• Personal learning and development funds
• Fitness reimbursement
• Free fruits and vegetables from Fresh Truck’s mobile market 

About Fresh practices equity, inclusion, and belonging throughout our programming, hiring practices, and organizational design to create a culture and environment where diverse perspectives, ideas, and identities are valued and integrated into our way of working and making decisions in service of our mission. About Fresh staff represent a wide range of racial, socioeconomic, gender, religious, and national identities—we value the depth this brings to carrying out our mission. About Fresh is an equal opportunity employer.

About Fresh Culture Code

We’re Driven by People 

We honor people by listening to their experiences and sharing our own. We do our best at work when we nurture relationships and care for people and our partners. 

We’re About Learning

We are audacious learners and program builders. Our persistence and confidence in learning drives our ability to solve complex problems and engineer impactful solutions.

We Come Through 

We deliver in everyday and big moments. We greet our work with a deep sense of responsibility and discipline, knowing that people rely on our work, and are betting on us to shape the future of food equity.

Food is ❤️

We believe food is our culture, happiness + health. Our work is inspired by moments of joy, connection, humor, and healing that happen when we gather around food.