Client Services Representative, Social Media – Seasonal

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Offer escalation support to both internal and external clients via phone, email, mail, and chat.

• Oversee multiple regional locations for incoming client issues and inquiries.

• Address incoming client issues and inquiries in accordance with the department’s service level agreement (SLA).

• Perform thorough research and analysis on client concerns utilizing various software applications.

• Record client interactions, research, analysis, and resolutions in the CRM system.

• Act as a liaison between tax office associates, management, and other business units.

• Assist internal vendors in addressing incoming client issues within the department’s SLA.

• Provide support and feedback regarding department policies, processes, and guidelines.

• Utilize independent decision-making skills to resolve client concerns, including the determination of whether gift certificates should be issued.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Capacity to communicate effectively and maintain composure using strong customer service techniques with stressed clients.

• Understanding of H&R Block's brand and values.

• Skills in crisis management and technical proficiency.

• High emotional intelligence, problem-solving abilities, and flexibility.

• Basic knowledge of computer navigation and troubleshooting software or networking connectivity issues.

• Previous experience with Microsoft Office applications.

• A minimum of 1–2 years of experience in a Social Media Customer Care / Social Media Customer Recovery role, including platforms such as TikTok, Instagram, Facebook, Twitter, and YouTube.

• At least 1 year of experience in a customer service or financial services role, ideally in a large call center.

• Must have an outlet available for connecting a laptop and monitors.

• Must have a secure and appropriate area in the home for phone calls or chats.

• Must possess a smartphone and be willing to install an RSA token for two-factor authentication and Microsoft Teams.

• Must have a wired internet connection, not Wi-Fi, with minimum upload and download speeds of 15 Mbps; an internet speed test is required.

🏝️ Benefits

• Competitive salary.

• Medical and prescription drug coverage for eligible associates and their dependents.

• H&R Block Retirement Savings Plan (401(k) Plan).

• Employee Assistance Program.

• (Virtual) fitness center programs.

• Associate discount program.

• Business Travel Accident Insurance.

• Associate Tax Prep benefit.

• Incentive compensation or short-term incentive plans may offer additional earnings for successful candidates.