Business Unit Description
State & Community Engagement (SCE) enables AARP to be a nationwide organization, which strengthens our capacity to carry out our mission. The SCE team includes: 53 states and territories across 6 regions with regional management, the Office of Volunteer Engagement, the Office of Community Engagement (including the National Retired Teachers Association (NRTA): AARP’s Educator Community), and the Legal Counsel for the Elderly (LCE).
Summary
The Office of Volunteer Engagement’s (OVE) Helpline offers customer assistance to thousands of AARP volunteers through email and phone as well as an online portal. OVE seeks an innovative, 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.). This position provides the opportunity to learn customer service management, develop new technology skills, and create resource materials. This is a paid internship with an anticipated start date of June 2021 and an end date of December 2021.
Responsibilities
• Support team with data entry, spreadsheet management, 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
Requirements
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 who are 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.
• 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
• Preference for graduate students
Additional requirements include the ability to work well with diverse populations, commitment to the goals and priorities of AARP, and the ability to collaborate with other AARP teams on priority issues. This position reports to the OVE Advisor, Volunteer and Affiliates and will collaborate with other team members as needed.
Compensation and Benefits
Internships are non-exempt positions and are not eligible for employee benefits.
As a result of the COVID pandemic, all interviews will be held virtually and all non-essential employees will continue to work remotely until further notice.
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.
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