Job Description
Overview
OATS from AARP helps older adults learn to use and leverage technology to transform their lives and their communities. Through its flagship program, Senior Planet, OATS works closely with older adults to create extraordinary experiences in-person and online. As one of AARP's charitable affiliates, the mission of OATS from AARP is "to harness the power of technology to change the way we age."
The Contact Center Representative provides human-centered assistance, investing the time to connect with each caller and tailoring the support provided to their specific needs and goals. Engages beyond call resolution to help callers build confidence as callers navigate the challenge at hand.
Responsibilities
- Offers personalized support to callers (inbound and outbound) on various communication channels and promotes programs and resources to callers.
- Provides exceptional customer service by following developed protocols and guidelines.
- Listens to callers to recognize opportunities to offer additional information ensuring all callers have received the best customer service experience possible.
- Documents each caller’s inquiry information into a database.
- Follows all standard operating procedures, completing all required trainings on time while maintaining a professional and team-oriented attitude.
- Gathers caller feedback and works internally to address concerns by offering potential approaches to modify existing processes, protocols or guidelines.
Qualifications
- High School Diploma or GED and 1+ years of experience working in a contact center environment.
- Working knowledge of Salesforce.
- Experience working in a customer service capacity.
Preferred:
- Bachelor's Degree.
- Working Knowledge of Genesys.
AARP will not sponsor an employment visa for this position at this time.
Additional Requirements
- 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
- Home office environment with the ability to work effectively surrounded by moderate home environment noise
Hybrid Work Environment
AARP observes Mondays and Fridays as remote workdays, except for essential functions. Remote work can only be done within the United States and its territories.
Compensation and Benefits
AARP offers a competitive compensation and benefits package including a 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 and tuition reimbursement.
Equal Employment Opportunity
AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.
