Client Services Social Media Representative, Seasonal

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.

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.

• 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

• High school diploma or equivalent

• 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: Tik Tok, Instagram, Facebook, Twitter, and You Tube)
• 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)?

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,…