Overview

The Office of Volunteer Engagement's (OVE) Helpline offers customer assistance to thousands of AARP volunteers through email, phone, and an online portal. OVE seeks an energetic, organized self-starter who will support the Helpline in resolving volunteers' concerns through direct customer service and operational assistance (digital content creation, organization of resources, etc.) and support the larger OVE team with ad hoc projects. In addition, this position provides the opportunity to learn customer service management, develop new technology skills, and create resource materials. This paid internship has an anticipated start date of February 2023.

Responsibilities

• Support team with data entry, spreadsheet management, and digital file organization
• Manage training equipment requests
• Answer Helpline calls, handle customer inquiries and complaints, offer appropriate solutions, and provide timely follow-up to ensure resolution
• Conduct independent research and provide recommendations on customer service industry best practices
• Attend team meetings and record notes as needed
• Support resource team in additional projects as needed

Qualifications

• Prospective interns must be currently enrolled in a degree program at an accredited college or university; be considered rising undergraduate juniors or seniors, graduate students, or post-doctoral students; and remain academically enrolled throughout the internship
• AARP also considers non-traditional interns looking to re-enter the workforce or change careers; this may include those who have previously graduated from college and enrolled in a continuing education program
• Preference for graduate students
• Ambitious self-starter who works well with a diverse team of staff and volunteers
• Excellent communication and presentation skills with proven customer support experience
• Patience, empathy, and emotional intelligence when interacting with Helpline customers and volunteer partners
• A can-do attitude and willingness to go the extra mile to engage volunteers when necessary
• Intermediate to advanced knowledge of Word, Excel, and PowerPoint
• Ability to multi-task, prioritize, and manage time effectively
• The ability to work well with diverse populations
• Commitment to the goals and priorities of AARP
• The ability to collaborate with other AARP teams on priority issues

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
• In office/open office environment with the ability to work effectively surrounded by moderate noise

Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

The hourly range is $18 for undergraduates, $21 for graduate students, $28 for Ph.D. candidates. Internships are non-exempt positions and are not eligible for employee benefits.

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.