Bilingual Customer Service Representative, Groceries to Go

Job Title: Groceries to Go Bilingual Customer Service Representative

Department: Healthy Eating Project

Division: Center for Health Equity and Community Wellness

Bureau: Bureau of Chronic Disease Prevention

Location: 42-09 28th Street, Long Island, NY 11101

Reports to Title: Groceries to Go Call Center Supervisor

Direct Reports Title(s): None

Schedule & Hours: Monday-Friday 9:00am-5:00pm or 9:30am-5:30pm; 35 hours per week

Workplace Flexibility Modality: N/A

Work Environment: Fully Remote

Grant End Date: 6/30/27

Created Date: 6/16/26

Revised Date: 6/23/2026

Salary: $47,000 to $50,050

FLSA Classification: Non – Exempt

Who We Are: The Fund for Public Health in New York City (FPHNYC) is a 501(c)3 non-profit organization that is dedicated to the advancement of the health and well-being of all New Yorkers. To this end, in partnership with the New York City Department of Health and Mental Hygiene (DOHMH), FPHNYC incubates innovative public health initiatives implemented by DOHMH to advance community health throughout the city. It facilitates partnerships, often new and unconventional, between government and the private sector to develop, test, and launch new initiatives. These collaborations speed the execution of demonstration projects, effect expansion of successful pilot programs, and support rapid implementation to meet the public health needs of individuals, families, and communities across New York City.

Our Culture: We embrace a culture of learning, collaboration, innovation, and well-being, where open communication drives our impact.

About The Role: Bilingual Customer Service Representatives are required to be fluent in English and Spanish, answering incoming calls to the Groceries to Go call center and making outgoing calls to New Yorkers referred to the program.

About the Program: The Healthy Eating Unit within the New York City Health Department’s Bureau of Chronic Disease Prevention is seeking a Bilingual (Spanish) Customer Service Representatives (CSR) to be part of the Groceries to Go program call center. Groceries to Go is a program that helps support food access and nutritious eating by providing participants with monthly credits to purchase groceries from an online platform. Customer Service Representative will screen New Yorkers for Groceries to Go program eligibility, enroll eligible New Yorkers in the program, and support Groceries to Go participants in using the program.

This position will be housed within the Bureau of Chronic Disease Prevention (BCDP) which strives to reduce the burden of chronic disease, including heart disease, obesity, and cancer, among New Yorkers. We work to address the impact of structural racism and other injustices that are a root cause of the inequitable prevalence, treatment, and outcomes of chronic diseases in communities of color and among other marginalized communities. BCDP focuses on nutrition, tobacco use, the built environment, screening for cancer, and reducing the incidence and impact of hypertension. BCDP works with partners in government and the community to employ evidence-based policies, programs, communications, and research aimed at shifting environments, changing systems, and promoting health equity. The Bureau sits within the Center for Health Equity and Community Wellness.

Responsibilities:

• Answer incoming inquiries via phone and email in a professional manner and following program protocols.
• Screen New Yorkers who reach out to the program or are referred to the program for eligibility to enroll in the program and/or to join a program waitlist. Rescreen participants for continued program eligibility.
• Enroll eligible New Yorkers into the program.
• Refer New Yorkers who are looking for food resources to appropriate programs and resources.
• Conduct outreach to Groceries to Go participants, as needed.
• Follow policies and procedures regarding communications and tracking of program participants.
• Attend regular team meetings and escalate issues as appropriate.
• Other duties as assigned to support the overall goals and mission of the department/ organization.

Requirements:

• Oral and written fluency in Spanish
• Excellent interpersonal and communication skills
• Ability to work in multi-cultural settings with racially, ethnically, and socioeconomically diverse populations
• Experience in customer service…