Seasonal Tax Scheduler

The United Way of Central Maryland • Baltimore, MD

14d • Hybrid

About The Position

This is a part-time temporary position for the tax season only. To schedule free tax appointments for eligible low-moderate-income callers at free tax sites operated by the CASH Campaign of Maryland. To refer callers who are not eligible for appointments or have additional tax questions to appropriate resources. To refer callers who have additional health and human service needs to trained, certified call specialists within the 211 Maryland call center.

Requirements

• Oral and written communication skills: Can interview clients and determine preferences and needs using active listening and customer service skills; Written communication is clear, concise and grammatically correct.
• Interpersonal skills: Must be able to treat clients with respect and courtesy, respond with empathy, and create an atmosphere of acceptance. Must be able to work effectively with diverse callers.
• Self-management skills: Must report to work on time and be able to work effectively with little supervision. Shows sound judgment. Knows when to hand off a call to a supervisor or trained call specialist. Maintains professional image in appearance and communications. Comfortable with a fast-paced environment. Can effectively handle 50-100 calls per day.
• Technical Skills: Must be proficient in Word and Outlook. Can quickly learn and adapt to new software. Can work effectively in two software programs simultaneously.
• Associate of Arts degree preferred.
• Computer literacy required.
• Ability to work independently and as part of a team.
• Ability to communicate and empathize with individuals of diverse backgrounds.
• Ability to write in a manner that is clear, concise and grammatically correct.

Responsibilities

• Respond to callers seeking information on and referrals to CASH Campaign of Maryland free tax preparation sites.
• Using iCarol software document demographic information on callers, callers’ need, and referrals made.
• Using appointment scheduling software, identify available appointments and make appointment for callers.
• Effectively establish rapport with callers and manage the call in an efficient and timely manner.
• Recognize and respond appropriately to persons with additional health and human service needs and refer to trained, professional call specialists as appropriate according to 211 MD at United Way of Central Maryland’s policy.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 51-100 employees