[Hiring] Universal Agent @H&R Block

Role Description

The Universal Agent is a dynamic, cross-functional role focused on delivering exceptional customer experiences across multiple lines of business. This position combines the responsibilities of a Retention Specialist with broader Customer Service capabilities to provide comprehensive support. Universal Agents manage customer interactions across phone, email, and chat channels with professionalism and empathy. They diagnose and resolve moderately complex issues independently, minimizing transfers and ensuring timely solutions. When escalations occur, they handle them effectively to maintain trust and satisfaction. By applying retention strategies, Universal Agents strengthen relationships, reduce churn, and promote loyalty. They also engage in proactive outreach initiatives, including follow-ups and retention campaigns, to enhance customer engagement. Leveraging strong communication, active listening, and problem-solving skills, they consistently deliver accurate and courteous service. Universal Agents utilize contact center tools and adhere to performance standards to ensure operational efficiency and compliance.

• Deliver cross-functional support across DIY, Assisted, and Retail lines of business and multiple communication channels (phone, chat, email, social), applying broad product and service knowledge to minimize transfers and ensure seamless client experiences.
• Independently manage and resolve moderately complex and Tier-2 escalations, including complaints, product defects, pattern/root-cause identification, and coordination with support teams as needed.
• Communicate proactively with clients throughout the case lifecycle, provide status updates, complete follow-ups related to open issues, and ensure timely case closure.
• Utilize knowledge base and internal systems to research, resolve, and document client issues accurately.
• Apply retention strategies to strengthen client relationships, reduce churn, and promote loyalty through solution-focused conversations and trust-building behaviors.
• Conduct outbound proactive outreach, including satisfaction checks, follow-ups outside active cases, and participation in targeted retention or engagement campaigns.
• Support team collaboration through training participation, mentoring new associates as needed, contributing to process improvements, and providing feedback to enhance knowledge base content and cross-functional workflows.
• Adhere to performance, quality, and compliance standards while effectively utilizing contact-center systems, tools, and documentation protocols.

Qualifications

• High school diploma or equivalent.
• Previous experience in a contact center or customer service role.
• Excellent verbal and written communication skills are essential.
• Familiarity with relevant software and systems, such as Microsoft Office.
• Strong attention to detail to accurately gather and document information.
• Ability to handle complex situations and resolve issues efficiently.
• Ability to remain calm and empathetic when dealing with upset clients.
• Capability to work independently and meet set goals, in a remote work environment.

Requirements

• Familiarity with Customer Relationship Management (CRM) software.
• Familiarity with Knowledge Base systems or the use of online repositories.

Benefits

• Competitive compensation and benefits to support your health and well-being.
• 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, (virtual) fitness center programs, and the associate discount program.
• Automatic enrollment in Business Travel Accident Insurance.
• Receive Associate Tax Prep benefit.

Company Description

Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey.