Reports To: Call Center Lead or Administrative Supervisor
Location: In-Person at PRAB Main Office (East Brunswick, NJ)
Type: Unpaid Internship | 15-30 hours/week (based on university program requirements) | Fall, Spring, or Summer Semester
Position Summary
The Call Support Intern serves as a vital frontline team member in PRAB’s Call Center, supporting the organization’s ability to respond promptly and professionally to high call volumes. Interns help answer live calls, log and return voicemails, and ensure callers are connected to appropriate departments. This role blends communication, customer service, and organizational skills in a bilingual environment and is ideal for students pursuing careers in human services, public health, nonprofit administration, or social work.
Internship Hours
15-30 hours/week, based on university program requirements and flexible across 2-4 days (between 9:00 am–5:00 pm). Full in-person availability required. Interns must commit to at least one full afternoon shift per week and are encouraged, when possible, to support Friday afternoon coverage.
Key Responsibilities
Answer inbound calls with professionalism and care
Use PRAB’s call scripts and FAQ guides to respond to common inquiries
Log voicemail messages into the Voicemail Log Tracker with accurate detail
Return voicemails using PRAB’s bilingual call-back scripts
Identify and escalate urgent or sensitive calls to full-time staff or supervisors
Refer general inquiries to the appropriate department or staff contact
Provide consistent bilingual (English/Spanish) support
Maintain a courteous and calm presence during high call volume periods
Maintain client confidentiality and professionalism at all times
Participate in bi-weekly supervision sessions and performance check-ins
Ideal Candidate
Fluent in both English and Spanish
Majoring in Social Work, Human Services, Communications, or related field
Strong phone etiquette and interpersonal communication skills
Detail-oriented, reliable, and mission-driven
Comfortable working in a fast-paced, frontline service environment
What You'll Gain
Hands-on experience in live client communication and customer service
Skills in telephone triage, bilingual interaction, and service navigation
Exposure to real-time community needs and PRAB’s direct response model
Opportunity to help PRAB improve its community access and customer service
Supervised training in confidentiality, escalation, and public-facing roles
Internship credit (if applicable) and a final letter of recommendation