About the Role:
H&R Block, the world’s leader in tax preparation services, is looking for a seasonal Customer Service agent. We offer shift differential pay for weekend shifts. Associates are eligible for additional monthly and end of season incentives by exceeding performance standards; details of both incentives to be provided during onboarding.
The Customer Service agent provides advanced client support by communicating via phone, email or chat with external clients requiring assistance of information on the DIY online and software tax products.
Interpret client needs, utilize software solutions, and troubleshooting skills to identify practical solutions
Utilize software solutions, knowledge base, and computer systems to resolve and track user incidents
Identify potential security issues and escalate issues appropriately to business partners, including partnering with developers and other lines of business
Communicate clearly and calmly on the telephone, email, and chat and to use effective customer service techniques with clients who may be under stress
Utilize oral, written, and interpersonal communication skills to interact with all levels of associates
Required Qualifications:
Education:
- High school diploma or equivalent
Work Experience:
- Ability to communicate clearly and effectively, both verbally and in writing?
- Ability to handle difficult conversations with empathy and tact, building trust with our clients?
- Experience in analyzing identifying root causes of customer dissatisfaction and making informed decisions?
- General computer navigation knowledge?
- Must have an outlet for computer and monitors to be connected to?
- Must have a place in your residence that would be suitable for taking phone calls or chats in an area you would consider to be secure, private, and quiet workspace?
- Must have a smart phone and be willing to install an RSA token (two-factor authentication) as well as Microsoft Teams on it?
- Must have a wired internet connection (not?Wi-Fi) with minimum upload and download speeds of 15MBps (Internet Speed Test required)?
Preferred Qualifications:
Work Experience:
- Experience in an in-bound help desk environment?
- Experience in customer service or financial services position?
- Experience in a large phone center?
- Prior experience with Microsoft Office, general computer software troubleshooting, and/or networking connectivity problems?
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:
$16.06 - $24.09/Hr.
