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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with the ability to provide personalized support across various communication channels. Capable of following established procedures while also developing creative solutions to enhance caller experiences.
Highest-signal resume keywords
Customer ServiceEffective CommunicationExperience With Older AdultsProblem SolvingEmpathy
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Inbound CallingOutbound CallingEmail ResponsesTech SupportDatabase Documentation
Soft Skills
EmpatheticPatientCuriousDrivenOutgoing
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
Standard Operating ProceduresCaller FeedbackProfessional RelationshipsRemote WorkHome Office Environment
About the role
Key responsibilities & impact- Provide personalized inbound and outbound support to callers across various communication channels
- Promote programs and resources to callers
- Deliver exceptional customer service according to protocols and guidelines
- Listen for opportunities to provide additional information and improve the caller experience
- Document caller inquiries in a database
- Follow standard operating procedures and complete required training on time
- Maintain a professional and team-oriented attitude
- Gather caller feedback and work internally to address concerns
- Suggest approaches to modify existing processes, protocols, or guidelines
Requirements
What you’ll need- High school diploma or GED required
- 1 year professional or volunteer experience working with older adults
- Willingness and ability to work shifts between 9am and 8pm Monday through Friday and 9am to 2pm Saturday Eastern time
- Fixed schedules may be adjusted to meet business needs
- At least one to two Saturday shifts may be required per calendar year
- Ability to shift between inbound calls, outbound calling campaigns, email responses, customer service, and tech support
- Ability to follow established procedures or develop creative solutions for issues without established procedures
- Empathetic, patient, curious, driven, and outgoing demeanor
- Ability to handle occasional difficult callers
- Regular and reliable job attendance
- Effective verbal and written communication skills
- Respect and understanding of others to maintain professional relationships
- Independent judgment in evaluating options and making sound decisions
- Home office environment with ability to work effectively amid moderate home environment noise
- Remote work can only be done within the United States and its territories
- AARP will not sponsor an employment visa for this position
Benefits
Comp & perks- 401(k)
- 100% company-funded pension plan
- Health, dental, and vision plans
- Life insurance
- Paid company and individual holidays
- Vacation leave
- Sick leave
- Caregiving leave
- Parental leave
- Performance-based recognition
- Peer-based recognition
- Tuition reimbursement
- Hybrid and flexible ways of working
- Collaborative environment where ideas are valued and impact is shared across teams
- Hands-on experience, mentorship, and growth opportunities