Customer Support Specialist

• May exercise supervision over a small number of support staff and/or volunteers.  Will be responsible for overall daily front office scheduling and routine operations.
• Maintain a presence at the front desk.
• Greet and welcome visitors and direct them or call individual offices to announce.
• Answer front desk phone and check for general mailbox messages.
• Be responsible for envelopes and/or packets for pick-up at front desk.
• Demonstrated ability to coordinate and manage special events, including board, public, and committee meetings.
• Demonstrated ability to assist in preparing agendas, as appropriate and record meeting minutes.
• Strong written communication skills, including the ability to write, edit, and proof advanced business correspondence including letters, minutes, memos, and reports.
• Strong organizational and filing skills with keen attention to detail.
• Demonstrated ability to maintain a professional appearance, attitude, and judgment, serving as an example for other support staff.
• Demonstrated ability to manage multiple priorities with accurate results and timely completion.
• Expert knowledge of office equipment including computer, scanner, fax machine, copy machine, calculator, and multi-line phone system.
• Strong technical skills with demonstrated competency operating a personal computer including Word, Excel, Outlook, PowerPoint, Internet Explorer, and Andar, United Way’s database system.
• Ability to accurately and efficiently type at a rate of 60 words per minute.
• Strong interpersonal skills on the telephone and in person with internal and external customers, always conveying patience, tact, courtesy, and respect.
• Ability to work cooperatively with others in a team environment, while following and interpreting organizational policies and procedures.
• Demonstrated ability to establish pleasant, professional, and confidential relationships with internal and external customers.
• Ability to solve problems with a minimum of supervision.
• Demonstrated ability to act as an administrative aid in the areas of research and planning.
• Must be able to read and write in the English language.

VITA RESPONSIBILITIES:

• Serves as the coordinator of the VITA program, contact for UWSJC tax sites and the IRS; responds to inquiries as needed, and communicates with UWSJC staff, IRS staff, and other tax sites on a regular basis; answers taxpayer questions regarding tax return.
• Implements volunteer coordination; maintains volunteer records and provides ongoing correspondence to volunteers. Ensures all volunteers are properly trained, documented and shares reports with IRS Spec Agent.
• Pulls data and monitors report deadlines.
• Oversees tax appointment screenings and services; serve as an administrator of appointment scheduling distribution via Appointment Plus for VITA Sites daily.
• Provides tax site administration, site set up assistance, and site material re-orders.
• Ensures TaxSlayer software is set up and functioning for each site.
• Ensures with Director that IRS Code of Conduct and Confidentiality Regulations are being practiced at sites.
• Ensures with Director that UWSJC tax sites remain in compliance with all IRS Quality Site Requirements.
• Ensures with Director that VITA volunteers electronically file tax returns with the IRS within 24-hours as possible; resolve rejected returns in a timely manner; conduct quality reviews on each return prepared by volunteer tax preparers.
• Ensures, as possible, that VITA site(s) are open as scheduled and adequately staffed.
• Promptly notify UWSJC and the IRS Spec staff of changes in site hours and/or days.
• Provides programmatic support functions related to VITA.

NOTED ABOVE:

• Conduct research and prepare reports for Board of Directors.
• Maintain general and confidential files, board policy manuals, and board records.
• Open, sort, route, respond, screen, and prioritize responses to mail, inquiries, and screen visitors.
• Coordinate workloads and functions of other support staff, as indicated.
• Initiate appropriate paperwork including check requests and purchase orders.
• Responsible for incoming and outgoing mail, as well as, assist accounting department with daily check log process.