Older Adults Technology Services from AARP (OATS) advocates for technology inclusion for the 60-plus, providing digital literacy training and programming to older adults through its flagship program, Senior Planet. The Senior Planet Contact Center provides older adults with free human-centered support via phone and emailto help them get connected to training, information, and resources. The role goes beyond call resolution to help callers build the confidence they need as they navigate today's ever-changing digital landscape
Responsibilities:
Offer personalized support to callers on Senior Planets various phone lines
Promote Senior Planet programs and resources to callers
Help callers connect to low-cost internet services
Use the Senior Planet approach to provide step-by-step technology guidance
Make outbound calls to support various call campaigns
Respond to emails using established templates
Effectively utilize all job tools, including the telephony and customer relationship management systems, knowledge articles, scripts, and internal communication platforms
Document all interactions thoroughly and accurately
Complete assigned work during times of low call volume
Complete all required trainings on time
Follow all standard operating procedures
Active on-camera participation in weekly team meetings
Qualifications:
High school diploma or GED required.
1 year of professional or volunteer experience working with older adults.
3 years of experience working in social services.
Willingness and ability to work shifts that fall between 9am and 8pm Monday through Friday. May change as often as monthly.
Ability to successfully shift between types of work as needed (e.g. inbound calls, outbound calling campaigns, email responses, customer service, tech support).
Ability to follow established procedures or search for creative solutions to issues/questions presented by callers that do not have an established procedure.
Ability to clearly guide callers through the resolution steps.
Ability to type accurately and at speed necessary to interact with callers.
Empathetic, patient, curious, driven, outgoing, and able to handle difficult customers.
Requirements:
Distraction-free and quiet home office environment in either NYC, Denver, CO, or San Antonio, TX area. Must livbe within 100 miles of one of the above cities.
Reliable Ethernet / Wi-Fi Connected Internet (Minimum 100mbps up/down)
Weekly hours: 16; Schedule is four days a week, 4pm to 8pm EST three days and one day 12pm to 4pm shift.
