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Lead Customer Service, Seasonal

H&R Block

Role overview

Qualifications

  • High school diploma or equivalent
  • Excellent communication skills, both oral and written
  • Multiple years of experience in customer support
  • Strong problem-solving and critical thinking skills

Responsibilities

  • Assist in the supervision and direction of customer service associates
  • Handle escalated calls from clients with sensitive issues
  • Function as a resource in providing training for associates
  • Communicate with internal and external clients via phone, email, and chat

Key facts

Hard skills

Queue Management Microsoft Operating Systems Microsoft Networking

Other skills

  • Customer Service
  • Problem Solving
  • Communication
  • Technical Acumen
  • Training And Development
  • Emotional Intelligence
  • Teamwork
  • Critical Thinking

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 seasonal Lead Customer Service Associate, you will assist the manager with the daily operations and functions of the team. You will take charge of special projects aimed at identifying and resolving customer service issues. You will collaborate closely with the manager, Field Sourcing Logistics and Deployment, PeopleSoft IT support, and associates to address and correct recurring customer service, system, and vendor challenges. You will efficiently manage and resolve sensitive client issues and escalations, handling them across multiple skill sets. You will serve as a key liaison between field customers and CSC field support groups and vendors. You will utilize various software programs, tools, and computer systems to resolve and track client issues. Additionally, you will participate in cross-functional special projects to address system and vendor-related issues affecting the field. 

 

Day to day, you’ll… 

  • Assist in the supervision and direction of customer service associates to meet daily, weekly, and monthly service goals 

  • Handle escalated calls from clients with sensitive and escalated issues using professionalism and excellent customer service skills to arrive at a prompt and accurate resolution 

  • Function as a resource in providing new hire training, up-training, and re-training for new and existing associates 

  • Work closely with Field Sourcing on sourcing programs, deployment, and support 

  • Work with Field Sourcing and Information Technology on ePro item maintenance at the request of the manager, assist with team meetings 

  • Perform queue management workflow duties relating to Clarify 

  • Ensure that incoming and follow-up interactions are handled properly and are accurately input into the tracking system 

  • Evaluate quality monitoring, summarize results and report to manager for feedback sessions with associates 

  • Attend weekly vendor and Program Manager touchpoint meetings and debriefs of programs rolled out to the field and provide feedback and help resolve for “best practices” 

  • Communicate via phone, email and chat with internal and external clients requiring assistance or information 

  • Interpret customer needs and utilize software programs to identify possible resolutions 

  • Follow established procedures to handle inquiries and resolve concerns to ensure client satisfaction 

  • Handle customer communications within all customer service handling, quality measurement, and department metrics 

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

  • Observe and report customer inquiry trends using appropriate channels 

  • Perform other duties as assigned 

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
  • Ability to concentrate and work effectively in a fast-paced, high-volume inquiry environment
  • Education and/or work experience necessary to demonstrate required skill level
  • Excellent communication skills, both oral and written, with the ability to interact effectively at all levels of the organization
  • Experience handling sensitive client information and issues
  • High level of computer literacy, including proficiency in accurately interpreting and entering customer information into appropriate software systems and advanced Excel skills
  • Multiple years of experience in customer support with an acceptable level of performance or the equivalent through a combination of education and related work experience
  • Strong emotional intelligence to manage sensitive client interactions and escalations with empathy and professionalism
  • Strong problem-solving and critical thinking skills?
Preferred Qualifications:

Work Experience:

  • Experience supporting Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications and remote control
  • Spanish/English bilingual capabilities
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: $25.10 - $37.64/Hr.

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MR

Marcus Rivera

Chief Revenue Officer

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