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Client Services Social Media Representative, Seasonal

H&R Block

Role overview

Qualifications

  • High school diploma or equivalent
  • Minimum 1-2 years of experience in a Social Media Customer Care / Social Media Customer Recovery role
  • Minimum 1 year of experience in a customer service or financial services position
  • Crisis management abilities and technical proficiency

Responsibilities

  • Provide escalation support to assist both internal and external clients
  • Monitor multiple regional areas for incoming client issues and inquiries
  • Perform detailed research and analysis on client concerns and inquiries
  • Support tax office associates and management by serving as a liaison between them and other business units

Key facts

Hard skills

Social Media Management Crisis Management Customer Relationship Management Network Connections TikTok Instagram Content Twitter Marketing YouTube Channels

Other skills

  • Customer Service
  • Problem Solving
  • Communication
  • Emotional Intelligence
  • Technical Acumen
  • Microsoft Office
  • Adaptability
  • Decision Making
  • Social Skills

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:

At H&R Block, we are committed to providing exceptional service and support to our clients. As a Client Services Representative, you will play a crucial role in resolving both internal and external client concerns on behalf of our District Managers. Your responsibilities will include conducting thorough research, performing detailed analysis, and making independent decisions to ensure client satisfaction. 

 

You will leverage multiple software applications to manage and resolve escalated complaint cases efficiently. Additionally, you will act as a liaison, contacting H&R Block Field Leadership and other related business units to facilitate effective communication and resolution for our clients. 

Your ability to navigate complex situations with professionalism and empathy will be essential in maintaining the trust and confidence of our clients. Join us in our mission to provide outstanding service and support and help us make a positive impact on the lives of those we serve. 

   

Day to day, you'll...   

  • Provide escalation support to assist both internal and external clients using multiple communication methods, including phone, e-mail, mail, and chat  
  • Monitor multiple regional areas for incoming client issues and inquiries 
  • Respond to all incoming client issues and inquiries within the department’s service level agreement (SLA) 
  • Perform detailed research and analysis on client concerns and inquiries using multiple software applications 
  • Retain detailed documentation regarding client interactions, research, analysis, and resolutions using the Customer Relationship Management (CRM) system 
  • Support tax office associates and management by serving as a liaison between them and other business units 
  • Assist Internal Vendors in responding to all incoming client issues within the department’s SLA 
  • Actively provide support and feedback regarding department policies, processes, and guidelines 
  • Exercise independent decision-making in selecting the best option for resolving client concerns, including determining if gift certificates should be issued 

 

 

Required Qualifications:

Education:

  • High school diploma or equivalent

Work Experience:

  • Ability to communicate clearly and maintain composure, using effective customer service techniques with clients who may be under stress
  • Awareness of H&R Block brand and values
  • Crisis management abilities and technical proficiency
  • Emotional intelligence, problem-solving skills, and adaptability
  • General knowledge of computer navigation and troubleshooting issues with software and/or networking connectivity problems, including prior experience with Microsoft Office tools
  • Minimum 1-2 years of experience working in a Social Media Customer Care / Social Media Customer Recovery role (examples: TikTok, Instagram, Facebook, Twitter, and YouTube)
  • Minimum 1 year of experience in a customer service or financial services position, preferably in a large phone center
  • Must have an outlet for laptop 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?
  • 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)?
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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