[Hiring] Client Services Social Media Representative @H&R Block Management

Role Description

At H&R Block, we are committed to providing exceptional service and support to our clients. As a Client Services Representative, you will play a crucial role in resolving both internal and external client concerns on behalf of our District Managers. Your responsibilities will include:

• Conducting thorough research and performing detailed analysis.
• Making independent decisions to ensure client satisfaction.
• Leveraging multiple software applications to manage and resolve escalated complaint cases efficiently.
• Acting as a liaison, contacting H&R Block Field Leadership and other related business units.
• Navigating complex situations with professionalism and empathy.

Join us in our mission to provide outstanding service and support and help us make a positive impact on the lives of those we serve.

Day to day, you'll...

• Provide escalation support to assist both internal and external clients using multiple communication methods, including phone, e-mail, mail, and chat.
• Monitor multiple regional areas for incoming client issues and inquiries.
• Respond to all incoming client issues and inquiries within the department’s service level agreement (SLA).
• Perform detailed research and analysis on client concerns and inquiries using multiple software applications.
• Retain detailed documentation regarding client interactions, research, analysis, and resolutions using the Customer Relationship Management (CRM) system.
• Support tax office associates and management by serving as a liaison between them and other business units.
• Assist Internal Vendors in responding to all incoming client issues within the department’s SLA.
• Actively provide support and feedback regarding department policies, processes, and guidelines.
• Exercise independent decision-making in selecting the best option for resolving client concerns, including determining if gift certificates should be issued.

Qualifications

• High school diploma or equivalent.
• Ability to communicate clearly and maintain composure, using effective customer service techniques with clients who may be under stress.
• Awareness of H&R Block brand and values.
• Crisis management abilities and technical proficiency.
• Emotional intelligence, problem-solving skills, and adaptability.
• General knowledge of computer navigation and troubleshooting issues with software and/or networking connectivity problems, including prior experience with Microsoft Office tools.
• Minimum 1-2 years of experience working in a Social Media Customer Care / Social Media Customer Recovery role (examples: TikTok, Instagram, Facebook, Twitter, and YouTube).
• Minimum 1 year of experience in a customer service or financial services position, preferably in a large phone center.
• Must have an outlet for laptop and monitors to be connected to.
• Must have a place in your residence that would be suitable for taking phone calls or chats in an area you would consider to be secure.
• Must have a smart phone and be willing to install an RSA token (two-factor authentication) as well as Microsoft Teams on it.
• Must have a wired internet connection (not Wi-Fi) with minimum upload and download speeds of 15MBps (Internet Speed Test required).

Benefits

• Competitive pay.
• Comprehensive benefits.
• Support for life both in and outside of work.
• Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage.
• Participation in the H&R Block Retirement Savings Plan (401(k) Plan).
• Access to the Employee Assistance Program.
• Participation in (virtual) fitness center programs and the associate discount program.
• Automatic enrollment in Business Travel Accident Insurance.
• Associate Tax Prep benefit.

Pay Range

The pay range for this position is $18.41 - $27.64/Hr. Local minimum wage laws apply. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.