Lead Customer Service, Seasonal

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

📋 Description

• Lead and manage a team of seasonal Tier 1 and Tier 2 agents, ensuring daily oversight, engagement, and accountability.

• Provide coaching through one-on-one sessions, real-time feedback, and team huddles.

• Monitor and assess performance metrics including Average Handle Time (AHT), Quality, Satisfaction (SAT/CSAT), and adherence to standards.

• Implement focused improvement plans.

• Conduct interviews, hire, onboard, and train seasonal agents.

• Manage attendance, scheduling, and queue support to achieve service level targets.

• Troubleshoot issues related to technical, process, and systems.

• Offer escalation support and limited direct client chat assistance.

• Maintain documentation regarding coaching sessions, performance trends, and operational insights.

⛳️ Requirements

• Prior experience in a client-facing or operations position.

• Proven ability to coach, support, or mentor others.

• Excellent communication and interpersonal skills.

• Capacity to thrive in a fast-paced, metrics-driven environment.

🏝️ Benefits

• Competitive pay.

• 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 Preparation benefit.

• Opportunities for continuous learning.

• Support for well-being and life outside of work.

• Potential for incentive compensation or short-term incentive plans.