Seasonal Call Center Representative

Job Title: Call Center Representative 

Reports to: Call Center Supervisor

Job Status: Seasonal, Non-Exempt, Hourly, Full-time

Pay Range: $16.00/ hour

Start/End Date: December 1st to  End of Tax Season

Primary Location: 100% Remote & Main Office (1st week of training)

Accounting Aid Society is dedicated to fostering economic mobility and poverty alleviation through tax assistance, small business technical support, and community partnerships. As a Crain’s Best-Managed Nonprofit, we pride ourselves on our commitment to an always-learning, innovative environment, offering best-in-class benefits and prioritizing employee well-being and collaboration.

The Call Center Representative is responsible for providing effective customer service by using in-depth knowledge of the agency’s services and programs. This role includes serving as a screener and scheduler for the Tax Program, managing client interactions, and communications.

Answering Inbound and Outbound Calls:

• Handle incoming and outgoing calls related to clients seeking information or assistance from the Accounting Aid Society.
• Provide clear and accurate information about services offered, answering client inquiries in a professional and courteous manner.

Screener and Scheduler Duties:

• Act as the first point of contact for clients, performing screening to understand their needs and determining eligibility for services.
• Schedule appointments for tax services or other relevant programs based on client needs and program availability.

Client Interaction and Support:

• Provide high-quality customer service, ensuring clients feel supported and understood during every interaction.
• Direct clients to the appropriate resources within the agency or to external partners as needed for additional support or services.

Administrative Support:

• Assist in maintaining accurate records of client interactions, appointments, and services provided through the call center.
• Collaborate with the call center team and other departments to ensure smooth operations and the successful completion of tasks.

Minimum Requirements:

• High School Diploma and/or GED Equivalent
• Proficient in answering phones and in the use of computers and printers
• Ability to retain and understand knowledge of agency provided services
• Knowledge of Microsoft Office software is a plus
• Ability to communicate effectively
• Typing 35+ wpm
• Ability to accurately follow written and/or verbal instruction
• 2+ years’ experience in call center
• General office skills, including customer service experience
• Ability to practice active listening skills

Equal Employment Opportunity Statement

Accounting Aid Society is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.