Outreach Specialist
- Brooklyn, NY
- $25.00 per hour
- Permanent
- Part-time
Brooklyn, NY
6 Months
Pay: $25 per hourVirtual for individuals who reside within 100 miles of either New York City, Denver, CO, and San Antonio, TX areas.Please note the candidates will need to be comfortable making cold calls to older adults to encourage them to register for our classes.**Resumes must include technologies they're comfortable with (devices, apps, software, etc.) and any experience they have helping others with tech (even if just family members and friends).
**We also need the candidate to write a response to the writing prompt included at the bottom of this section**Preferred candidates will speak English and Spanish.Weekly hours: 16; Schedule is two to three days a week. Shifts will be in 4 to 5 hours and from 3pm to pm or 4pm to 8pm EST. Shifts are adjusted on a quarterly basis.Older Adult Technology Support AgentOlder Adults Technology Services from (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 email-to 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 landscapeResponsibilities:· Make outbound calls to support various to promote Senior Planet programs for various clients
· Offer personalized support to callers on Senior Planet's multiple phone lines
· Promote Senior Planet programs and resources to all callers
· Help callers connect to low-cost internet services, as needed
· Use the Senior Planet approach to provide step-by-step technology guidance, as needed
· Respond to emails using established guidelines
· Contribute to Senior Planet Community, the company's free social platform for older adults to share content with their peers
· Effectively utilize all job tools, including the telephony and customer relationship management systems, 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
· Actively participate on-camera in team meetingsQualifications:· 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.Physical Demands:
· Distraction-free and quiet home office environment in either NYC, Denver, CO, or San Antonio, TX area.
· Reliable Ethernet / Wi-Fi Connected Internet (Minimum 100mbps up/down)Writing Prompt:
To whom it may concern,I had to write to express my frustration with Senior Planet. It's bad enough that you don't offer any classes on interesting topics. The least you could do is have trainers that know how to teach seniors. The trainer who taught the class I attended today was just awful! I can barely remember what I did yesterday, and my hands hurt from my arthritis when I type. I have a hard time believing you know anything about seniors!