Job Details

Grocery Connect Concierge


Grocery Connect is creating a network of tech-enabled access hubs that are designed to address various economic and social drivers of health. We focus on food & nutrition insecurity, economic mobility, and digital inclusion.


Background: Grocery Connect, a program of Bonton Farms, is committed to improving convenient access to fresh, healthy food in Dallas… and beyond. At its core, the program addresses systemic barriers – such as transportation, affordability, and digital exclusion – by building partnerships with industry, complementary nonprofit service providers, healthcare + academic networks, and its backbone grocery partner Kroger. This consortium-supported approach enables Grocery Connect to provide immediate relief to food-insecure families, in addition to empowering communities through sustainable, long-term solutions

Job Overview: As a Concierge at Grocery Connect, your primary mission is to encourage and assist community members in considering to utilize online grocery shopping as an efficient and cost-effective means of completing their grocery shopping within their community. You'll play a crucial role in empowering and supporting customers on their journey towards improved food access. Working closely with Grocery Connect and related platforms, you will become proficient in system training, enabling you to effectively navigate and assist customers in utilizing the online resources to their fullest potential while maximizing the consumers shopping dollars. In this role, your personable and approachable style will go beyond transactional interactions, fostering meaningful relationships with clients. For most clients, online grocery shopping will be a dramatic shift in how they shop, and a trusted, patient concierge can help them overcome the challenges of a new way of doing such a crucial life task.

Compensation and Benefits: The Concierge role is a part-time position (20-25 hours weekly evenings and occasional weekends required) with an hourly wage of $18/hrs. This is a non-exempt position

Education: High school diploma or equivalent

Responsibilities:

• Attend Grocery Connect training sessions including Bonton Farms orientation, Grocery Connect process training, Kroger systems training, Texas Health and Human Services food benefits support certification training.
• Discuss with each site visitor their state of access to fresh food, as well as technology experiences.
• Set agreed goals for Concierge services and confirm the details with the visitor.
• Track each site visitor's progress and types of requests, keep accurate and timely records, and report outcomes as required.
• Work with community members and community trainers on Kroger systems for online ordering.
• Create a welcoming environment at the center where community members can feel seen and supported.
• Assist with food benefit qualification and registration.
• Offer online grocery ordering support for individuals ordering onsite or with call-in questions.
• Proactively resolve grocery order issues and work on avoiding future problems.
• Manage new client data collection.
• Perform periodic metrics reporting and data collection during both pre and post launch activities
• Work with Kroger Delivery Drivers and Customer Support to ensure clients of the service center are getting great service and having their grocery order/delivery issues resolved effectively.
• Attend Pre-Registration events to help bring awareness to Grocery Connect including: attending events, working with community partners to create events calendar and preparation for the events like gathering materials, set up, and tear down.
• Responsible for both Snack Lab execution and supporting Cooking Up Connections programming
• Other duties as assigned

• Ability to embrace the challenge of learning and teaching basic technological concepts necessary to support shopping for groceries online.
• Curiosity and openness to learning to online shop for groceries using the Kroger systems in a variety of approaches to support the various client needs.
• Training facilitation skills.
• Excellent self-organization, language capacity, and cultural competency.
• Excellent telephone and online communication skills, establishing trust with diverse community members.
• Positive attitude, interpersonal skills, and cultural sensitivity in working with customers and coworkers.
• Creative problem-solving and handling of stressful situations.
• Demonstrate strong interpersonal skills.
• Willing to work hours that are nonstandard business hours including some weekend and evening hours.
• Possess knowledge of local resources.
• Maintain confidentiality and empathy.
• Exhibit strong organizational abilities.
• Collaborate effectively with the team.
• Comfortable sharing workspace with team members from a variety of organizations and cross supporting one another.
• Stay up-to-date with relevant resources and services.
• Prioritize customer service.
• Attention to detail and organization
• Comfortable with data entry and reporting
• Fluency in English and Spanish preferred but not required.