POSITION SUMMARY STATEMENT:
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.
Schedule: Monday thru Friday: 9am – 2pm (22.5 hours/weekly)
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to:
100% 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.
ACCOUNTABILITY: In order to be successful in this job, the Tax Specialist, must consistently demonstrate competency in:
- 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.
INTERACTION:
Interface with callers, 211 Maryland at UWCM staff, volunteer/interns, United Way staff, and nonprofit community.
QUALIFICATIONS AND REQUIREMENTS:
- Associate of Arts degree preferred. Computer literacy required.
- Ability to work independently and as part of a team.
- Note: This position requires a hybrid work style.
Abilities/Skills: Ability to communicate and empathize with individuals of diverse backgrounds. Ability to write in a manner that is clear, concise and grammatically correct.
PHYSICAL DEMANDS: (sitting, standing, lifting, etc)
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Employee is regularly required to talk or hear; sit for extended time while performing the duties of the position; use hands to write, type, key, finger, handle, and feel small controls and objects, and reach with hands and arms. There is extensive use of a computer. Regular walking or standing is required. Weights of up to 20 pounds are occasionally lifted.
SALARY: $18.00/hour
TO APPLY:
Interested candidates should submit a cover letter and resume via email to:
United Way of Central Maryland
Attention: Human Resources
1800 Washington Boulevard, Suite 340
Baltimore, MD 21230
