Customer Service – Seasonal

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

📋 Description

• Deliver high-level client support through phone, email, or chat for external clients requiring assistance with DIY online and software tax solutions.

• Assess client requirements, apply software tools, and employ troubleshooting techniques to pinpoint effective resolutions.

• Utilize software applications, knowledge resources, and computer systems to address and monitor user incidents.

• Detect potential security risks and escalate them to relevant business partners as needed.

• Collaborate with developers and various business units.

• Communicate clearly and composedly with clients who may be experiencing stress.

• Employ oral, written, and interpersonal communication skills to engage with associates across all levels.

⛳️ Requirements

• High school diploma or its equivalent.

• Capacity to communicate clearly and effectively, both verbally and in writing.

• 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 informed decisions.

• General knowledge of computer navigation.

• Access to an outlet for connecting a laptop and monitors.

• A secure location within the home suitable for conducting phone calls or chats.

• A smartphone is required, with a willingness to install an RSA token (two-factor authentication) and Microsoft Teams.

• Must have a wired internet connection (no Wi-Fi) with minimum upload and download speeds of 15MBps; an internet speed test is mandatory.

• Experience in an inbound help desk environment is preferred.

• Background in customer service or financial services, ideally within a large call center, is preferred.

• Prior experience with Microsoft Office, general software troubleshooting, and/or networking connectivity issues is preferred.

🏝️ Benefits

• Shift differential pay for mid, evening, and weekend shifts.

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

• 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.

• 100% remote work opportunity.