This position is responsible for the timely and effective resolution of volunteer and participant requests and issues within the parameters of the policies and procedures of the program. Must have the ability to identify and articulate apparent patterns to management, which may require intervention and/or policy/procedure redesign. Must have proven and effective communication skills both verbally and in writing and be able to maintain solid customer service relationships by handling customer questions and concerns with speed and professionalism. The position requires a professional capable of managing multiple priorities in dynamic environment. Ensures that workflow distribution is effective and efficient for addressing Customer Service needs as they arise. Evaluates the quality of customer service provided and recommends improvements as needed.
- Provides highly responsive and professional customer service to address volunteer and participant calls and emails. Makes every effort to solve the issue on the first contact. Issues may include, but are not limited to, addressing reimbursement, fulfillment, and paperwork (certificates of liability, course completion certificates, etc) needs.
- Utilizes call/email tracking systems as required to document that transactions are completed accurately and on a timely manner. Provides information to the Manager, Operations to support decision-making and the creation of customer service reports.
- Provides timely recommendations for management consideration to address issues that volunteers and participants are facing. Engages with colleagues to trouble shoot new issues when they arise.
- Provides volunteer training and support for effective utilization of all ADS systems, including but not limited to the Volunteer Portal and the ADS online store.
- Stays informed of all ADS policies, processes, and system modifications in order to provide superior customer service.
- Serves as point of contact with state agencies (i.e., New York DMV, Delaware, DMV, etc) to prepare and upload required participant data and/or monthly reports within the regulated timeframe.
- Communicates effectively with all stakeholders (volunteers, course participants, staff), verbally and in writing, to ensure a high customer service standard is maintained.
- Develops and updates workflow distribution procedures and enhancements, for email, written correspondence, phone messages and interoffice correspondence. Responsible to ensure procedures remain current and are utilized.
- Audits work samples and manages Customer Service survey tools to ensure communications are being responded to correctly and within established department standards.
- Assists the Manager, Operations with special projects, as assigned, and completes them timely and accurately.
- Exhibits AARP values in all interactions.
- Due to the multiple and competing priorities of this position, the individual must be self-motivated and have good organizational and follow-up skills.
- Fully proficient in Microsoft applications (Excel, Word, PowerPoint) required; experience with data entry and relational databases. Camtasia proficiency preferred, but not required.
- Demonstrated ability to effectively communicate, both verbally and in writing, required.
- Strong customer service and interpersonal skills required.
- Basic understanding of concepts of accounting and fulfillment services preferred.
- Ability to manage multiple tasks simultaneously and work in a team environment required.
- Experience in volunteer programs preferred.
- Experience working with mature adults preferred.
- Prior experience in workflow coordination in a customer service environment preferred.
- Willingness to work with and contribute in a team environment.
- Occasional travel required.
AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.