558138BR

Title:

Sr Customer Service – S

What you'll do... :

Provide exceptional customer service primarily through phone, email, and chat communication to inbound clients and customers. This will include receiving and resolving a comprehensive variety of customer requests, and inquiries and researching and resolving escalated issues and cases. Handle complex internal and external customer inquiries and concerns via phone, email, and chat. Provide up training and mentoring to other customer service associates. Serve as liaison between clients and management, support groups, and the business unit. Use Contact Center software, Financial Product programs, and computer systems to resolve and track client issues. Closely adhere to a call/case handling schedule. Participate in outbound calling projects as needed.

Day to Day, You'll...

• Interpret clients’ needs and utilize Contact Center software programs to identify possible resolutions

• Requires problem-solving when the established procedure does not fully address inquiry

• Use Contact Center software programs and computer systems to accurately document and track client contacts

• Research and resolve escalated cases accurately and within SLA

• Adhere to compliance policies when resolving client issues

• Partner with management to report recurring or significant problems or issues with any products or services supported as encountered through contacts

• Participate in outbound calling campaigns as needed

• Other duties as assigned

Job ID:

558138BR

Address1:

Home Office - CO

City:

Remote

State:

Colorado

About 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:

Seasonal - Corporate

It would be even better if you also had... :

• Bachelor’s Degree in Business, Finance or related field

• Ability to type at least 35 words per minute

• Experience in customer service or financial services position strongly preferred, preferably in a large phone center

• Bilingual in Spanish

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

• Ability to type at least 35 words per minute

• In certain departments, industry licensing is required

Posting Title:

Seasonal, Sr. Customer Service Representative

Job Family:

Financial Services

WOTC Eligibility Check:

Yes

For best consideration, please submit your application materials by::

12/23/2024