Senior Customer Service

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.

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.

• 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 inquiries 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

Standard office environment

NA

Negligible

• High school diploma or equivalent

• 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 Power Point
• Excellent oral, written, and interpersonal communication skills

Work Experience:

• 35 wpm Ability to type at least ___ words per minute
• Spanish Bi-lingual skills
• Call center experience

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…