Part Time, Resource Center Representative

People Resource Center (PRC) Part-time representative is expected to provide exceptional client service. This is primarily achieved through phone, email, and chat communication with inbound callers. Their responsibilities encompass receiving, resolving, and documenting a comprehensive variety of Human Resources (HR) and training support requests. They are also tasked with researching and resolving escalated cases. This includes the timely and accurate resolution of associate care cases and other HR systems transactions.

A PRC Representative utilizes various data sources to properly analyze a problem, determine the best method for its resolution, document the situation, and present a detailed explanation to the associate.

• Answer phone calls and act as a contact for inbound cases to support Human Resources related to Payroll, Tax Training Support, Benefits, and Timekeeping departments; research and resolve complex or escalated cases accurately and within service level agreement (SLA), including partnering with subject matter experts (SME) to resolve client inquiries.
• Communicate via various channels, interpret client needs, and use software to find resolutions
• Deliver outstanding customer service to all stakeholders by actively listening, providing accurate information, and resolving inquiries promptly and professionally
• Use problem-solving skills to effectively address and resolve associate inquiries including situation analysis, action identification, and appropriate guidance or escalation
• Collaborate with team members and leaders for seamless service delivery, exceeding client case resolution expectations
• Use tools and resources to ensure data accuracy and reasonableness, resolve cases within SLA, and confirm all data sources have been used in case resolution; use critical thinking and problem-solving when the established procedure does not fully address the inquiry as well as resolving complex cases
• Proactively identify trends that may lead to a high volume of cases and partner with leadership for resolution
• Partner with management on casework and daily workload to manage personal workload and development
• Participate in training and coaching other PRC representatives; participate in outbound calling campaigns or internal team projects, as needed
• Participating in on-camera 1:1 and weekly team meetings
• 25 to 30-hour work week and maybe adjusted; will not go over max month hours for part-time staffing

• High school diploma or equivalent
• Ability to apply mathematical operations.
• Ability to critically analyze reports.
• Ability to handle multiple tasks and projects simultaneously
• Ability to interact effectively with all levels of the company
• Ability to use a systematic approach in solving problems through analysis and evaluation of alternative solutions.
• Ability to work effectively in a diverse work group and collaborate with multiple cross functional teams.
• Ability to work independently with a high degree of accuracy, thoroughness, and professionalism.
• Excellent interpersonal skills to include oral and written communication
• 2 years minimum related work experience

Work Experience:

• Associate’s degree in business or other related field or an equivalent combination of education and experience.
• Experience with Workday, Human Resources Management Systems (HRMS), iCIMs tracking and onboarding, or similar programs and Dimensions or other payroll related systems

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…