Customer Service – Seasonal

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

📋 Description

• Deliver advanced client assistance via phone or email for DIY online and software tax solutions as well as the business software program.

• Assess client requirements and apply software solutions and troubleshooting expertise to find effective resolutions.

• Utilize software tools, knowledge databases, and computer systems to resolve and monitor user incidents.

• Recognize potential security concerns and escalate them appropriately to business partners.

• Collaborate with developers and various business units.

• Communicate effectively and calmly through telephone, email, and chat with clients who may be experiencing stress.

• Employ oral, written, and interpersonal communication abilities to engage with associates at all levels.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Strong verbal and written communication skills for clear and effective interactions.

• Ability to manage challenging conversations with empathy and tact, fostering trust with clients.

• Experience in analyzing and identifying root causes of customer dissatisfaction and making well-informed decisions.

• Proficient in advanced computer navigation.

• A power outlet must be available for computer and monitor connections.

• A secure, private, and quiet workspace at home is required for phone calls or chats.

• Must possess a smartphone and be open to installing an RSA token (two-factor authentication) and Microsoft Teams.

• A wired internet connection is mandatory, not Wi-Fi, with a minimum upload and download speed of 15MBps; an Internet Speed Test will be required.

• Prior experience in an inbound help desk environment is preferred.

• Experience with Microsoft Office, advanced computer software troubleshooting, and resolving networking connectivity issues is preferred.

• Background in customer service or financial services is preferred.

• Experience in a large call center is preferred.

🏝️ Benefits

• Shift differential pay for weekend shifts.

• Additional monthly and end-of-season incentives for surpassing performance standards.

• Competitive compensation.

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

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

• Access to the Employee Assistance Program.

• (Virtual) fitness center programs available.

• Associate discount program.

• Business Travel Accident Insurance.

• Associate Tax Preparation benefit.