Client Services Social Media Representative – Seasonal

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

📋 Description

• Offer escalation assistance to both internal and external clients through phone, email, mail, and chat.

• Oversee various regional areas for incoming client issues and inquiries.

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

• Conduct thorough research and analysis on client concerns and inquiries utilizing multiple software applications.

• Keep comprehensive documentation of client interactions, research, analysis, and resolutions within the CRM system.

• Assist tax office associates and management by acting as a liaison with other business units.

• Aid Internal Vendors in addressing incoming client issues while adhering to the department’s SLA.

• Provide support and feedback concerning department policies, procedures, and guidelines.

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

⛳️ Requirements

• High school diploma or its equivalent.

• Strong communication skills and the ability to maintain composure, employing effective customer service techniques with clients who may be experiencing stress.

• Familiarity with H&R Block brand and values.

• Skills in crisis management and technical proficiency.

• Emotional intelligence, problem-solving abilities, and adaptability.

• General knowledge of navigating computers and troubleshooting software and/or networking connectivity issues.

• Prior experience with Microsoft Office applications.

• At least 1-2 years of experience in a Social Media Customer Care / Social Media Customer Recovery role, including platforms like TikTok, Instagram, Facebook, Twitter, and YouTube.

• Minimum of 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 location in your home for conducting 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 15MBps; an Internet Speed Test is required.

🏝️ Benefits

• Medical and prescription drug coverage for eligible associates and 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.

• Competitive compensation.

• Comprehensive benefits package.

• Support for life both professionally and personally.

• Opportunities for continuous learning.

• A high-performing, connected culture.