VITA Tax Program Scheduler (37.50 hr/wk seasonal Dec-April), ($18.20-$19.30/hr)

Community Action Pioneer Valley, Inc.•Greenfield, MA

18d•$18 - $19•Onsite

About The Position

This position is responsible for answering the phone for the Volunteer Income Tax Assistance (VITA) Program, conducting phone eligibility screening, and scheduling in-person tax preparation appointments. Call volume is high, and the scheduler will screen households during the tax season. Responsibilities also include tracking call data, utilizing calendaring and online appointment software, preparing mailings, helping to follow up with taxpayers, data entry, and other duties as assigned by the Program Coordinator.? Training in VITA advanced tax preparation will be provided with a requirement to become certified within the first 30 days.? Occasional evening and weekend hours may be required during the tax season.

Requirements

Interpersonal communication – verbal and written; in-person and phone
Customer Service skills; ability to engage in a compassionate, empathetic manner
Organizational skills and attention to detail
Conflict resolution, problem-solving, establishing priorities, navigating change
Work independently and collaboratively with a team
Knowledge of or ability to learn program data system, excel and spreadsheets required.
Promote equity by deconstructing barriers to a racially just system.? Cultivate work environments that value truth-telling, courage, vulnerability, space to think and reflect, community-mindedness, hope, and openness to difficult conversations
Experience working with marginalized communities and individuals with low incomes?
Adapt to changing priorities and demonstrate close attention to details
Experience with data management, data capture, and tracking methods
Experience using computers and electronic systems
Proficient computer skills (Microsoft Suite and databases)
One year of customer service and office experience in a social services or closely related field
Ability to complete online training and IRS certification in advanced tax preparation
Employment is contingent upon successful completion of Criminal Offender Record check (C.O.R.I.) prior to hire and every three years. Evidence of a good driving record and ability to be covered under Community Action’s non-owned and hired vehicle policy.

Nice To Haves

Bilingual in English and Spanish and/or Russian is a highly valued skill for this role
Tax preparation knowledge is highly valued experience for this role

Responsibilities

Answer and respond to a high volume of phone and electronic messages efficiently and promptly.
Manage all aspects of scheduling for the VITA tax program including initial contact, screening for eligibility, appointment reminders, cancellations and ensuring the maximum number of participants are scheduled and prepared for their appointment.
Assist in various activities to prepare for the tax season including mailings, preparing materials for volunteers and other duties.
Maintain taxpayer files and enter data into agency database for reporting purposes. Ensure required data entry and reporting is completed in an accurate and timely manner in accordance with program guidelines.
Maintain high level of customer service following the agency’s established customer service standards and all applicable guidelines set forth by the program.
Occasional evening and weekend work hours may be required.
Comply with agency and funders’ paperwork requirements and procedures.
Attend regularly scheduled supervision meetings, Community Services department meetings, mandatory agency training, and participate in professional development activities.
Maintain strictest confidentiality.
Perform related work as required.