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

Role Description

As a seasonal Customer Service Lead, you will assist the manager with the daily operations and functions of the team. You will take charge of special projects aimed at identifying and resolving customer service issues. You will collaborate closely with the manager and associates to address and correct recurring customer service, system, and other challenges. You will efficiently manage and resolve sensitive client issues and escalations, handling them across multiple skill sets. You will utilize various software programs, tools, and computer systems to resolve and track client issues. Additionally, you will participate in cross-functional special projects to address system and vendor-related issues affecting the field.

Day to day, you’ll…

• Assist in the supervision and direction of customer service associates to meet daily, weekly, and monthly service goals
• Handle escalated calls from clients with sensitive and escalated issues using professionalism and excellent customer service skills to arrive at a prompt and accurate resolution
• Function as a resource in providing new hire training, up-training, and re-training for new and existing associates
• Partner with hiring managers to support the interview process by participating in candidate evaluations and providing feedback for new hire associate roles
• Perform queue management workflow duties
• Ensure that incoming and follow-up interactions are handled properly and are accurately input into the tracking system
• Evaluate quality monitoring, summarize results and report to manager for feedback sessions with associates
• Attend weekly meetings and debriefs, and provide feedback and help resolve for “best practices”
• Communicate via phone and email with internal and external clients requiring assistance or information
• Interpret customer needs and utilize software programs to identify possible resolutions
• Follow established procedures to handle inquiries and resolve concerns to ensure client satisfaction
• Handle customer communications within all customer service handling, quality measurement, and department metrics
• Use approved software programs and computer systems to accurately document and track client contacts
• Observe and report customer inquiry trends using appropriate channels
• Perform other duties as assigned

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
• Ability to concentrate and work effectively in a fast-paced, high-volume inquiry environment
• Education and/or work experience necessary to demonstrate required skill level
• Excellent communication skills, both oral and written, with the ability to interact effectively at all levels of the organization
• Experience handling sensitive client information and issues
• High level of computer literacy, including proficiency in accurately interpreting and entering customer information into appropriate software systems and advanced Excel skills
• Multiple years of experience in customer support with an acceptable level of performance or the equivalent through a combination of education and related work experience
• Strong emotional intelligence to manage sensitive client interactions and escalations with empathy and professionalism
• Strong problem-solving and critical thinking skills

Requirements

• Experience supporting Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications and remote control
• Call Center Experience
• Spanish/English bilingual capabilities

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)
• Employee Assistance Program
• (Virtual) fitness center programs
• Associate discount program
• Automatic enrollment in Business Travel Accident Insurance
• Associate Tax Prep benefit

Pay Range

The pay range for this position is $25.10 - $37.64/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.