REPORTS TO: Community Market Operations Manager
DIRECT REPORTS: Provides supervision to volunteers, interns, and AmeriCorps members
WORK SCHEDULE: Monday-Friday (In-person), *7am – 3:30pm or *7:30am – 4pm. 1st & 3rd Saturdays required (see "Working Conditions” for more details).
Position Description:
The Community Market Associate is a key member of the Market Services team delivering effective and dignified food assistant services at Crossroads’ Community Market. This role is responsible for managing the frontline flow of shoppers, including check-in, intake, and surveys to support case management and ensure a streamlined and welcoming experience for all individuals and families accessing food and resources.
In addition to providing high-quality, customized service to shoppers, the Community Market Associate oversees the in-house appointment system, including the recording, scheduling, and tracking of visits. This role ensures the accurate collection of household data in compliance with The Emergency Food Assistance Program (TEFAP) and supports data integrity across market operations.
The Associate provides daily supervision and support to a Community Market Associate and an AmeriCorps service member, fostering teamwork and ensuring consistency in service delivery, client engagement, and market flow. This position also plays a vital role in maintaining operational excellence, reinforcing food safety standards, and supporting continuous improvement in shopper experience and intake processes.
Community Market Coordination
- Serve in a key role at the Market, modeling service excellence and reinforcing Crossroads’ values of EQUITY in all shopper interactions.
- Train, equip, and guide frontline volunteers, AmeriCorps members, and interns across all Market service stations: Reception, Check-In, Intake, and Survey & Order.
- Maintain Standard Operating Procedures (SOPs), ensuring consistent, high-quality service delivery across all client-facing operations.
- Monitor and manage the appointment system, including tracking, scheduling, and follow-up to ensure timely and equitable access for all shoppers.
- Assist with preparing the Market for daily operations (Stock, Restock, Stage Produce & KRP)
- Ensure all necessary materials are prepared daily (e.g., TEFAP forms, appointment cards, emergency bags/boxes, PAN boxes, signage, educational materials).
- Monitor daily workflows and adjust staffing or station flow in real time to meet market demands and minimize wait times.
Shopper Engagement & Services
- Provide a warm, welcoming, and customized onboarding experience for all first-time shoppers, including orientation and service navigation.
- Respond to shopper inquiries and appointment requests in-person, by phone, and by email in a timely and compassionate manner.
- Promote and connect shoppers to wraparound services such as SNAP enrollment, financial coaching, wellness programs, and partner resources through the onsite Resource Lounge.
- Support food access literacy by sharing tips, budget-friendly meal planning tools, and nutrition education materials.
Data Collection, Reporting & Compliance
- Ensure accurate and timely data collection for every household served, in alignment with TEFAP and internal reporting standards.
- Maintain shopper confidentiality and data security at all times.
- Collect, store, and prepare TEFAP documentation for periodic audits and inspections.
- Generate accurate daily, weekly, and monthly service reports for use by internal teams, development staff, and external stakeholders.
- Track and elevate shopper stories to support communications and donor Engagement.
Job Requirements, Experience & Qualifications:
- Minimum one (1) year of experience working with under-resourced populations and diverse racial and ethnic groups, non-profit background preferred.
- English/Spanish proficiency (read/write/speak) required
- 1-3 years of relevant experience (e.g. customer service, retail, volunteer) required, previous nonprofit experience is preferred
- Understanding of the dynamics of the underserved population and ability to work well with diverse ethnic, cultural, social, and economic populations
- Compassionate, organized, detail-oriented, punctual, dependable, and teachable attitude
- Strong collaborative skills since teamwork is essential
- Excellent verbal and written communication skills, effective customer-service skills, and be comfortable training volunteers
- Familiarity with Microsoft Office (Word, Excel, PowerPoint, Outlook, SharePoint, Teams, etc.) and experience using a CRM (client relationship management) database, Salesforce experience preferred
- Adaptability in a fast-paced environment with a flexible approach to changing priorities and duties
WORKING CONDITIONS
- Employee may periodically be going in and out of freezers and coolers with variations in temperature. Work involves moving boxes and employee must lift, bend, stoop, pick up and move objects up to 50 pounds. Work involves using manual pallet jacks and therefore requires an ability to push and pull pallets over 2,000 pounds. Some travel is
- required to attend meetings/events/conferences locally. Regular workday and workweek are established with some planned early morning or evening hours, and Saturday shifts.
MENTAL DEMANDS
- The employee in this position needs to adapt well in the face of workplace stressors such as volunteer or Market shopper complaints, concerns from corporate sponsors or community partners, compliance offenses, and competing priorities of reasonable or high significance to the successful function of the department. The employee must be able to effectively interpret data and make critical decisions that may significantly impact the team and organization.
PHYSICAL REQUIREMENTS
- The employee is expected to make decisions, supervise volunteers, read, and write, speak publicly, and interpret information and data. May be seated for periods of time and occasionally may have to lift boxes or other materials that weigh less than 50 lbs.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
