For November’s “People of P+P” series, we would like to introduce readers to our Customer Service team. In the season of gratefulness, this is one of the hardest working teams that doesn’t get nearly the thanks and credit they deserve. During tax season, they field hundreds of calls per day, making it look effortless, all while successfully getting thousands of customers exactly what they need.

This interview is with Anel Mendoza, Customer Service Manager, and Margarita Sanchez, Customer Service Coordinator.

Question 1: How would you describe the Customer Service Team’s role within P+P?

ANEL: I would describe the customer service role within P+P as extremely important. We’re the first point of contact that customers have with our organization, right? Customers call and ask about what services we provide or during the tax season calling to schedule their appointment. So yes, I feel like it’s an extremely important department. Although I will always say that without our volunteers, we couldn’t do the work we do so…

MARGARITA: I would agree, we’re the first point of contact for customers to receive information or to get the services they need for tax season or to get prepared for tax season. You know they say no question is a wrong question. Every question is important because the more they call before tax season to get better prepared, the more it helps us when they call to actually schedule their appointment.

ANEL: And I think it’s important what kind of service we provide over the phone because if we’re the first point of contact and we aren’t kind on the phone, what perspective does that give to the customer about the organization and the services we provide? I feel that we do an extremely good job at being respectful and being kind to the customers that contact us regarding any of our services.

Interviewer: I agree. You both deserve huge thanks for all that you deal with. So many, like thousands of people and calls and needing to direct people to everything, so kudos to you.

ANEL: I’m going to add one more thing that I’m extremely proud of — I feel like there has been a better connection with our Hispanic community, because we have two full time permanent staff that are bilingual, myself, and Margarita. But also, during the tax season, we hire an additional person that speaks Spanish. I think that is something that we can be really proud of. And I’ve always talked about that I would love to have another person, even if it’s just during the tax season, to be able to speak even another language, like Hmong or Somali.

Question 2: What makes your team work well together or how do you work successfully as a team?

MARGARITA: I think good communication is what works best for us. We always have to be in contact. We work in very close proximity with one another, so we’re always overhearing each other. I know staff will walk by and think, how could you guys work like that? You’re talking over each other. But it helps me to hear Anel – like if we’re down to our last appointment and then vice versa, if I have a customer that has a specific situation and I don’t know the answer, but Anel knows. It does play a big factor in helping each other.

ANEL: I also think having a common goal helps. The goal for our team is to provide excellent customer service. And so having that as a goal, and always trying to find ways to prepare ourselves to be able to answer more questions when customers call as opposed to transferring those calls to the tax department. So, it’s a sort of learning, more and more about taxes and tax law changes and all that every year.

Question 3: What do you do to motivate each other? If you have a bad day, or you’re feeling down, is there anything in particular that you do to help each other?

ANEL: Like Margarita mentioned, we work in such close proximity to each other, I think the relationship has been built up over all these years. And it includes the team members that come in just for the four months during the tax season. I think we have always worked well together because we build a relationship with them as well. So that includes being able to have that open space to talk about personal life. If you feel comfortable doing that, then we will talk about what’s going on in our lives. So, if we’re having a tough time, everyone on the team will talk about things they want to suggest about the situation that you’re going through. I think that’s a big factor in us working well together – in addition to communication about work related things.

MARGARITA: And I think also knowing that we both are here to try to motivate each other to provide the best service we can, and we both want to help as many people as we can. So that always pushes us to assist as many customers as we can and it feels good to go home and be like “oh, we filled up this whole day and we got all these appointments scheduled for the next day that we didn’t think we’d be able to do.” Those are always good goals to have at the end of the day like we want to get this day filled out before a further day in the schedule.

Question 4: What are you working on now and how can P+P supporters be helpful?

MARGARITA: Yes, currently we are working on translations, for tax and financial services, which does take a lot of time, but we try to do as best as we can. Right now, we’re also looking for two seasonal staff to help the customer service team for this upcoming season. Readers can go to our website to check the position and what it consists of to be part of the customer service team right now. That’s mainly what we’re looking for – resumes, reviewing resumes. This is the perfect time for people to apply.

ANEL: So, I think helping us put the word out there about these two positions that are available and referring the awesome people that they know to apply for the positions.

Interviewer: OK, what about during tax season? What would you want to tell our readers about what they can do to help you once the next tax season starts?

ANEL: Right. Because of the number of calls that we get, right as we open the phone lines at 10:00 AM, we have like 400 calls trying to come in. So, I think putting the word out that appointments can also be scheduled online. Plus, we also have for those individuals that don’t qualify for us to prepare their taxes, we have the DIY program.

MARGARITA: I also think it’s very important before they take that step of looking for an appointment, they have to make sure that they have all their tax documents prior to scheduling. Because it could be that they’re thinking ahead, like we’re thinking ahead, and the day comes where their appointment comes up and they’re still missing their W-2s. They have till April. There’s no need to panic at the beginning of the season. They have till the end of January to receive all their W-2s from employers, and then they can move forward. I feel like there is a rush because they think that appointments are going to run out. They don’t run out because at the end of the season, we’re very slow. It slows down a lot, but it’s because of the amount of people that wanted to schedule and then were not prepared, or they miss the appointment. And it’s hard because then volunteers are waiting for them. And it’s no cost to them. But there is work going behind the scenes that we want to make sure we can help as many as people as we can. There’s no rush to schedule. Appointments are available once they get all their documents, then they can check our website or call. That’s the key point.  Oh, and remember, we are going to take limited walk-in appointments.

ANEL: But I think what’s important to communicate to this group is to tell people you know to schedule appointments. And if you know you’re not going to make it, CALL to cancel because there is always another customer wanting to take an appointment that’s open so that’s a key point to make if we can.

MARGARITA: Oh, yes, that’s good.

ANEL: Cancel the day prior if you can, that’s great. And if not, then the day of, in the morning if your appointment is in the afternoon or the evening. That’s extremely helpful for the customer service team.

MARGARITA: And there’s no rush for them to call first thing on the day we open appointments if they’re still missing all their documents, because there will be continuous appointments. Throughout the season. So just because they can make the appointment and come in, it’s not going to get them any further if they don’t have their documents. we have customers that have only one of their W2s and they come in and start the process, but they will still have to make another appointment to come in with the rest of their materials and then they’ll have to file to an amendment – which takes longer, so yeah – DON’T make an appointment until you are fully ready!

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