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Senior Customer Service

H&R Block

Role overview

Qualifications

  • High school diploma or equivalent
  • 3 years minimum related work experience
  • Advanced MS Outlook, Word, Excel, and PowerPoint
  • Excellent oral, written, and interpersonal communication skills

Responsibilities

  • Provide exceptional client service primarily through phone, email, and chat communication
  • Research and resolve escalated cases accurately and within Service Level Agreements (SLA)
  • Partner with SMEs to address inquiries when established procedures are insufficient
  • Document and communicate recurring or significant problems or issues with products or services

Key facts

Hard skills

Human Resources Information System (HRIS) Microsoft Dynamics CRM Call Center Experience

Other skills

  • Customer Service
  • Microsoft Excel
  • Communication
  • Problem Solving
  • Teamwork
  • Time Management

About the company

H&R Block logo

H&R Block

Tax Advisory & Tax Services

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 prepared approximately 800 million tax returns and grown to have approximately 12,000 offices throughout the United States and around the world. We know that tax needs and situations change from year to year. That’s why we offer new and innovative ways to prepare and file taxes so clients can choose what suits them best. We are a people company first and a tax company second. With this in mind, we deliver care in every interaction, conversation, and at each touchpoint. That’s how we build long-lasting relationships with clients, communities, and associates. 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 because our company still has the feeling of ‘family’ serving as the foundation for our associates and franchisees who bring our purpose to life each day. 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. Our ideas are rooted in unique and diverse perspectives fueled by curiosity and creativity. We’re not afraid to try new things, and never rest on past success. We are passionate in the way we advocate for each other, for our clients, and most importantly, we not only say we are better together…we truly believe it!

Company details

Company typeLarge
IndustryTax Advisory & Tax Services
Company size10001

Links

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Job description

About the Role:

 

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, as well as researching and resolving escalated cases. You will handle complex internal customer inquiries and concerns, partnering with subject matter experts (SME) and Tier 31. Sr Customer Service associates 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 client. This role will provide up training and mentoring to other customer service associates and serve as 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 inquires 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 up training and mentoring to other People Resource Center representatives  

  • Participate in outbound calling campaigns or internal team projects, as needed  

  • Other duties as assigned  

 

 

Work Environment: Standard office environment

Special Physical Requirements: NA

Travel: Negligible

Required Qualifications:

Education:

  • High school diploma or equivalent

Work Experience:

  • Ability to perform under stress in a fast-paced phone center environment
  • In certain departments, industry licensing is required
  • 3 years minimum related work experience
  • Advanced MS Outlook, Word, Excel, and PowerPoint
  • Excellent oral, written, and interpersonal communication skills
Preferred Qualifications:

Work Experience:

  • 35 wpm Ability to type at least ___ words per minute
  • Spanish Bi-lingual skills
  • Call center experience
Why work for us: At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.

That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work. Pay 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. Pay Range: $18.41 - $27.64/Hr.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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