Universal Agent

About the Role:

The Universal Agent is a dynamic, cross-functional role focused on delivering exceptional customer experiences across multiple lines of business. This position combines the responsibilities of a Retention Specialist with broader Customer Service capabilities to provide comprehensive support. Universal Agents manage customer interactions across phone, email, and chat channels with professionalism and empathy. They diagnose and resolve moderately complex issues independently, minimizing transfers and ensuring timely solutions. When escalations occur, they handle them effectively to maintain trust and satisfaction. By applying retention strategies, Universal Agents strengthen relationships, reduce churn, and promote loyalty. They also engage in proactive outreach initiatives, including follow-ups and retention campaigns, to enhance customer engagement. Leveraging strong communication, active listening, and problem-solving skills, they consistently deliver accurate and courteous service. Universal Agents utilize contact center tools and adhere to performance standards to ensure operational efficiency and compliance.

• Deliver cross‑functional support across DIY, Assisted, and Retail lines of business and multiple communication channels (phone, chat, email, social), applying broad product and service knowledge to minimize transfers and ensure seamless client experiences. 30%

• Independently manage and resolve moderately complex and Tier‑2 escalations, including complaints, product defects, pattern/root‑cause identification, and coordination with support teams as needed. 20%

• Communicate proactively with clients throughout the case lifecycle, provide status updates, complete follow‑ups related to open issues, and ensure timely case closure 10%

• Utilize knowledge base and internal systems to research, resolve, and document client issues accurately 10%

• Apply retention strategies to strengthen client relationships, reduce churn, and promote loyalty through solution‑focused conversations and trust‑building behaviors 10%

• Conduct outbound proactive outreach, including satisfaction checks, follow‑ups outside active cases, and participation in targeted retention or engagement campaigns 10%

• Support team collaboration through training participation, mentoring new associates as needed, contributing to process improvements, and providing feedback to enhance knowledge base content and cross‑functional workflows 5%

• Adhere to performance, quality, and compliance standards while effectively utilizing contact‑center systems, tools, and documentation protocols 5%

Required Qualifications:

Education:

• High school diploma or equivalent

Work Experience:

• Ability to remain calm and empathetic when dealing with upset clients
• Capability to work independently and meet set goals, in a remote work environment
• Demonstrated problem-solving and critical thinking skills to determine the causes of customer issues and troubleshoot them effectively
• Excellent verbal, written, and interpersonal communication skills
• Experience in a customer service role?
• Experience using Microsoft Office tools
• Familiarity with Knowledge Base systems or the use of online repositories
• 2 years minimum related work experience
• Strong attention to detail to accurately gather and document information

Preferred Qualifications:

Work Experience:

• Experience with customer relationship management (CRM) or workflow management software (e.g. Salesforce or other)

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.