[Hiring] Senior Customer Service Associate @H&R Block Management

Role Description

As a Senior Customer Service associate, you will provide exceptional client service primarily through phone, email, and chat communication to inbound callers. This includes:

• Receiving and resolving a comprehensive variety of H&R Block client retail services, human resources, and tax training support requests and inquiries.
• Researching and resolving escalated cases.
• Handling complex internal customer inquiries and concerns, partnering with subject matter experts (SME) and Tier 3.
• Utilizing various data sources to properly analyze a problem, determine the best method to resolve, document the situation, and present a detailed explanation to the client.
• Providing training and mentoring to other customer service associates.
• Serving as a liaison between clients and management, support groups, and the business unit.

Day to day, you’ll:

• Interpret client needs and utilize Human Resources Information Systems (HRIS) and Customer Relationship Management (CRM) software programs to identify possible resolutions.
• Partner with SMEs and Tier 3 to research and resolve inquiries when the established procedure does not fully address inquiry; research and resolve escalated cases accurately and within Service Level Agreements (SLA).
• Act as a contact for escalated cases coming from Payroll, Tax Operations, Benefits, and Timekeeping departments to associates at World Headquarters and in the field.
• Use HRIS and CRM software programs and computer systems to accurately document and track client contacts.
• Adhere to compliance policies when resolving client issues.
• Document and communicate to management recurring or significant problems or issues with products or services supported as encountered through contacts.
• Follow established procedures to resolve escalated issues regarding Tax Training School courses.
• Use internal computer systems to maintain tax professional training and certification records; facilitate compliance with federal and state licensing and registration requirements.
• Provide training and mentoring to other People Resource Center representatives.
• Participate in outbound calling campaigns or internal team projects, as needed.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent.

Requirements

• No previous work experience necessary.

Benefits

• Competitive pay.
• Comprehensive benefits.
• Support for life both in and outside of work.
• Medical and prescription drug coverage for qualifying associates and their eligible dependents.
• 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 Information

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.