[Hiring] Customer Service Agent @H&R Block Management

Role Description

100% WORK FROM HOME OPPORTUNITY

H&R Block, the world’s leader in tax preparation services, is looking for a seasonal Customer Service agent. We offer shift differential pay for mid, evening, and weekend shifts. Associates are eligible for additional monthly and end of season incentives by exceeding performance standards; details of both incentives to be provided during onboarding.

The Customer Service agent provides advanced client support by communicating via phone, email, or chat with external clients requiring assistance or information on the DIY online and software tax products. Day to day, you'll:

• Interpret client needs, utilize software solutions, and troubleshooting skills to identify practical solutions.
• Utilize software solutions, knowledge base, and computer systems to resolve and track user incidents.
• Identify potential security issues and escalate issues appropriately to business partners, including partnering with developers and other lines of business.
• Communicate clearly and calmly on the telephone, email, and chat and use effective customer service techniques with clients who may be under stress.
• Utilize oral, written, and interpersonal communication skills to interact with all levels of associates.

Qualifications

• High school diploma or equivalent.
• Ability to communicate clearly and effectively, both verbally and in writing.
• Ability to handle difficult conversations with empathy and tact, building trust with our clients.
• Experience in analyzing and identifying root causes of customer dissatisfaction and making informed decisions.
• General computer navigation knowledge.
• 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).

Requirements

• Experience in an in-bound help desk environment.
• Experience in customer service or financial services position, preferably in a large phone center.
• Prior experience with Microsoft Office, general computer software troubleshooting, and/or networking connectivity problems.

Benefits

• Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage.
• Can participate in the H&R Block Retirement Savings Plan (401(k) Plan).
• Employee Assistance Program.
• (Virtual) fitness center programs.
• Associate discount program.
• Automatically enrolled in Business Travel Accident Insurance.
• Receive Associate Tax Prep benefit.

Pay Range

The pay range for this position is $16.06 - $24.09/Hr. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. 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.