Field Services Associate

AARP • Washington, DC

1d • Hybrid

About The Position

AARP Foundation is the nation's leading organization serving the 39 million older adults living in poverty or one life event away from slipping into it. Our mission is to strengthen financial resilience for and with older adults by empowering individuals and improving systems. We do this by creating pathways to quality employment, removing barriers to benefits, and promoting equitable access to essential goods and services. To learn more, visit aarpfoundation.org or follow @AARPFoundation on social media.
The Field Support Associate provides frontline support for AARP Foundation’s Volunteer Programs team by triaging and resolving inquiries from volunteers, program partners, and other stakeholders. This role investigates issues, delivers timely responses, and ensures requests are accurately addressed or escalated to the appropriate resources for resolution. The Associate serves as a key point of contact, promoting a positive user experience and supporting effective program operations. Additionally, the role provides training and guidance to staff, volunteers and program partners on organizational systems, tools, and processes to ensure successful program participation and compliance with established standards.

Requirements

• 2+ years of experience managing and resolving support tickets.
• Experience analyzing support data and producing operational reports.
• Proficiency with ticketing systems such as Salesforce, ServiceNow, Zendesk, or similar platforms.
• Knowledge of case routing, queue management, entitlements, SLAs, and automated workflow processes.
• Ability to identify bugs, troubleshoot issues, and recommend system enhancements.
• Strong customer service skills and proficiency in Microsoft Office applications.
• Regular and reliable job attendance
• Effective verbal and written communication skills
• Exhibit respect and understanding of others to maintain professional relationships
• Independent judgement in evaluation options to make sound decisions

Nice To Haves

• Demonstrated experience with Salesforce to include usage of Salesforce Cloud and Salesforce Case Management.
• Bachelor's Degree.

Responsibilities

• Assists with program implementation. Organizes project teams and leads internal and external team members and stakeholders to deliver on project goals. Establishes project communication plans and ensures internal/external stakeholders are informed regarding project processes and impact.
• Works with program management to support stakeholders (including volunteers, participants, and partners). Ensures that member inquiries are addressed and that members are referred to the appropriate service and programs.
• Collects and synthesizes data for program reporting. Supports program activities which may include, but not limited to, tracking budget expenses, assisting special events, preparing committee materials, etc.
• Supports a business unit by regularly providing administrative-level support on a variety of projects, programs, and initiatives that are typically division-wide or enterprise-wide.
• Provides professional administrative support directly to manager and/or functional area. Supports program activities which may include, but not limited to, tracking budget expenses, assisting special events, preparing committee materials, etc.
• Recruits, trains, develops, and deploys volunteers in accordance with organizational goals. Anticipates volunteer needs and delivers materials, training, and other support to best meet those needs, including assistance with the onboarding of volunteers. Responds to volunteer inquiries and provides direct and indirect support for volunteer needs in accordance with organizational goals.
• Manages event logistics, planning, coordination, and execution. Researches options and costs and makes recommendations for new events. Manages the execution of various events and event operation budgets/vendor contracts.
• Develops and publishes compelling, valuable content to attract and engage customers and prospects, with the objective of enhancing brand awareness and equity and driving profitable customer action, including creation of articles, videos, blog posts, social media posts, product training, and presentations that inform, educate, and/or entertain a defined target audience

Benefits

• 401(k)
• 100% company-funded pension plan
• health, dental, and vision plans
• life insurance
• paid time off to include 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: Mid Level