517615BRTitle:Sr Customer ServiceWhat you'll do :Provide exceptional client service primarily through phone, email, and chat communication to inbound callers. This will include receiving and resolving a comprehensive variety of H&R Block client Retail services, HR and tax training support requests and inquiries, as well as researching and resolving escalated cases. Handle complex internal customer inquiries and concerns via phone, email, and chat, partnering with SME’s and Tier 3 to resolve inquires. Sr Customer Service – Retail/PRC rep utilize various data sources to properly analyze a problem, determine the best method to resolve, document the situation, and present a detailed explanation to the associate. Provide up training and mentoring to other customer service associates. Serve as liaison between clients and management, support groups, and the business unit. Closely adhere to a call/case handling and case processing schedule. Participate additional team projects and tasks, as needed.Day to Day, You'll
Interpret clients’ needs and utilize HRIS and CRM software programs to identify possible resolution
Require critical thinking and problem-solving partnering with SME’s and Tier 3 to research and resolve inquires when the established procedure does not fully address inquiry
Research and resolve escalated cases accurately and within 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 any recurring or significant problems or issues with any 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 up training and mentoring to other People Resource Center representatives
Participate in outbound calling campaigns or internal team projects, as needed
HRB is a On-Camera org for 1:1’s, weekly team meetings and as requested
Other duties as assigned
517615BRAddress1:Remote - Anywhere in the U.S.City:RemoteState:ColoradoAbout H&R Block :H&R Block’s purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We’ve been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we’ve grown to have approximately 12,000 offices throughout the United States and around the world.We are a people company first and a tax company second. People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it’s how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it’s all those things, and much more.H&R Block is committed to diversity and inclusion and is proud to be an equal opportunity employer. We consider qualified applicants regardless of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. All qualified applicants are welcomed and encouraged to apply.Employee Type:RegularIt would be even better if you also had :
Bachelor’s Degree in HR, Business, Finance or related field
Ability to type at least 43WPM
Experience in customer service or financial services position strongly preferred, preferably in a large phone center
Bilingual in Spanish
Internet Speed of at least 15 MPBS
What you'll bring to the team :
Education and/or work experience necessary to demonstrate necessary skill level
Must possess excellent verbal and written communication skills
Minimum of 3 years related experience
Ability to perform under stress in a fast-paced phone center environment
Detail-oriented
Demonstrate excellent computer skills, especially proficient with Microsoft Word and Excel
In certain departments, industry licensing is required
HRB is a On-Camera org for 1:1’s, weekly team meetings and as requested
Posting Title:Financial Services & People Resource Center - Senior Customer ServiceSponsored Job:#hrbjob #indeedmh #LI-MHJob Family:OCOEWOTC Eligibility Check:YesPay Range Minimum:18.27Pay Range Maximum:27.4Pay Range Information:The pay range for this position is listed below. 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.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), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.For best consideration, please submit your application materials by::07/08/2024