Overview

AARP Foundation works to end senior poverty by helping vulnerable people over 50 build economic opportunity. Our approach emphasizes equitable outcomes for populations that have faced systemic discrimination. As AARP's charitable affiliate, we serve AARP members and nonmembers alike. Through vigorous legal advocacy and evidence-based solutions, and by building supportive community connections, we foster resilience, advance equity and restore hope.

The Field Support Associate investigates, resolves complaints, and listens to grievances on behalf of members. The Associate ensures that member inquiries are addressed and that members are referred to the appropriate service and programs. This position recruits, trains, develops, and deploys volunteers in accordance with organizational goals.

Responsibilities

• Provides project coordination and help desk support to volunteers on operation systems.
• Enhances Tax-Aide's e-learning course offerings for operation systems, and training materials development.
• Works closely with Tax-Aide Operations team to coordinate and provide business support to determine business opportunities for increased efficiencies for the program.
• Assists with developing and implementing new and existing programs.
• Supports process and program improvements.
• Assists with collecting data and information to inform program reporting.
• Works with program management to support stakeholders (including volunteers, participants and partners).

Qualifications

• Bachelor's Degree required.
• At least 2 years of proven work experience supporting help desk, contact center, and development of training materials.
• Exhibit a high sense of accountability to internal and external stakeholders and for outcomes created.
• Preference to take responsibility, coordinate multiple projects at once, and deliver professional work-product promptly and on deadline.
• Candidate must be proficient with Microsoft Office and have some knowledge of the following: Smartsheet, Salesforce, Zendesk, and/or JIRA.
• Strong analytical, critical thinking, and problem-solving skills.
• Effective verbal and written communication skills.
• 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

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; tuition reimbursement; among others.

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.