Contact Center Representative

AARP • New York, NY

1d • $24 - $26 • Hybrid

About The Position

OATS from AARP helps older adults learn to use and leverage technology to transform their lives and communities. Through its flagship program, Senior Planet, OATS works closely with older adults to create in-person and online experiences. As one of AARP's charitable affiliates, OATS from AARP's mission is to harness the power of technology to change the way we age.

The Contact Center Representative provides human-centered assistance, taking time to connect with each caller and tailor support to their specific needs and goals. The representative helps callers build confidence as they navigate the challenge at hand, going beyond simply resolving calls.

Requirements

• High school diploma or GED.
• At least 1 year of professional or volunteer experience working with older adults.
• Willingness and ability to work shifts scheduled between 9 a.m. and 8 p.m. Monday through Friday and 9 a.m. and 2 p.m. Saturday, Eastern time. Schedules are fixed but may be adjusted to meet business needs; at least one to two Saturday shifts may be required per calendar year.
• Ability to shift successfully between types of work as needed, including inbound calls, outbound calling campaigns, email responses, customer service, and technical support.
• Ability to follow established procedures or find creative solutions for caller issues or questions without an established procedure.
• Empathetic, patient, curious, driven, and outgoing demeanor, with the ability to handle occasional difficult callers.
• Regular and reliable job attendance.
• Effective verbal and written communication skills.
• Ability to demonstrate respect and understanding of others and maintain professional relationships.
• Independent judgment in evaluating options and making sound decisions.

Responsibilities

• Provide personalized support to callers through inbound and outbound interactions across various communication channels, and promote programs and resources.
• Deliver exceptional customer service by following established protocols and guidelines.
• Listen for opportunities to offer additional information and ensure callers receive the best possible customer service experience.
• Document each caller's inquiry information in a database.
• Follow standard operating procedures and complete required training on time while maintaining a professional, team-oriented attitude.
• Gather caller feedback and work internally to address concerns, suggesting potential changes to existing processes, protocols, or guidelines.

Benefits

• 401(k)
• 100% company-funded pension plan
• Health, dental, and vision plans
• Life insurance
• Paid time off, including company and individual holidays, vacation, sick, caregiving, and parental leave
• Performance-based and peer-based recognition
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED