Position: Volunteer Customer Service Specialist

Reports to: GoodTAXES Program Manager and Tax Site Managers

Date: October 2020

Summary:
This Volunteer Customer Service Specialist provides the initial orientation and vital organization necessary for quality tax
preparation.

Impact of the Role:

The Volunteer Customer Service Specialist role consist of several essential steps that allow us to provide accurate, timely tax
preparation services for the clients we serve each year.

How You Help:

 Greet and check in clients for their tax appointment
 Determine if walk-in appointments or drop-off services can be accepted
 Verify all proper identification is present (Including ID’s)
 Explain the tax preparation process (intake, preparation, and quality review)
 Explain intake paperwork that needs to be filled out
 Review filled out intake documents to ensure accuracy
 Process any drop-off tax returns (if needed)
 Help determine if the return is within scope of the program
 Determine the level of the return and assign it to the proper tax preparer
 Volunteer customer service specialist may be asked to assist with other tax site roles as needed

Time Commitment:
This volunteer position is seasonal from January to April each year. We desire that all volunteers provide a minimum of 30
hours of service at tax sites during the season. This volunteer position receives approximately 3-4 hours of free training on
topics including the IRS’s standards of conduct and the program’s intake and interview process.

Who is there to Support You:

GoodTAXES Program Manager
Tax Site Managers
Other Tax Site Volunteers

Qualifications & Basic Job Requirements:

 Must be working toward a High School Diploma (minimum 10 th grade) or GED; or otherwise completed high school or
have obtained higher education
 Attend required trainings prior to the tax season
 Pass the Volunteer Standards of Conduct examination and the intake/interview exam
 Organizational skills, multi-tasking in a fast-paced environment, and good communication skills are required
 A background check will be required, as this job will be dealing with sensitive data at the tax site
  Candidates who are bilingual with Spanish language are desired
 Basic computer skills

Volunteer Customer Service Specialist, page 2

Sensory and Physical Requirements:

Ability to perform all functions of the volunteer position efficiently and effectively. Ability to reach and grasp. If not in a
wheelchair, ability to be on your feet for extended periods of time. Ability to articulate well as many of the functions of the
volunteer position requires interaction with clients and staff.

Benefits of Volunteering:
 Making a difference in the community
 Letter of Recommendation for a job well done
 Periodic drawings for incentives at volunteer tax sites
 Periodic food or snacks
 Free tax preparation for volunteer and immediate family members (needs to be within our scope of service)