[Hiring] Field Operations Representative @H&R Block

Role Description

As a Field Operations Representative, you'll support field associates and leaders by resolving operational inquiries, processing transactions accurately, and maintaining communication throughout the resolution process.

You'll research and resolve operational inquiries, execute standard processes, and collaborate with cross-functional partners to maintain operational consistency and meet service level expectations.

Day to day you will:

• Serve as the primary point of contact for field associates and leaders, providing timely support and resolution for operational inquiries.
• Research, troubleshoot, and resolve routine operational issues while ensuring excellent customer service.
• Execute standardized operational transactions accurately and efficiently in accordance with established procedures.
• Maintain detailed and accurate case documentation, including actions taken, resolutions, and follow-up activities.
• Provide proactive communication and ongoing status updates to stakeholders throughout the resolution process.
• Collaborate with cross-functional business partners to address operational requests and support business continuity.
• Monitor and meet service level expectations while managing multiple priorities in a fast-paced environment.
• Escalate complex, non-standard, or high-impact issues through appropriate channels for further review and resolution.
• Develop and maintain expertise in assigned operational processes, systems, and workflows.
• Identify opportunities to improve operational efficiency and contribute to a consistent support experience across the organization.
• Ensure compliance with company policies, procedures, and operational standards.
• Support a positive experience for field associates and leaders by delivering professional, responsive, and solutions-focused service.

Qualifications

• Associate’s degree in Business, Management, or related area, or the equivalent through a combination of education and work experience.
• 3 years of experience in relevant roles.
• Demonstrated track record of establishing priorities and meeting deadlines.
• Advanced oral, written, and interpersonal communication skills.
• Strong critical thinking, collaboration, and continuous improvement mindset.

Requirements

• Technology, Facility, Field Sourcing industry background.
• Knowledge of retail operations support.

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. 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.