Call Support Intern

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