Lead Customer Service, Seasonal

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

📋 Description

• Support the manager in daily operations and team functions.

• Lead special initiatives to identify and address customer service challenges.

• Collaborate with the manager, Field Sourcing Logistics and Deployment, PeopleSoft IT support, team members, and vendors.

• Manage and resolve sensitive client concerns and escalations across various skill areas.

• Act as a liaison between field customers, CSC field support teams, and vendors.

• Utilize software programs, tools, and computer systems to resolve and track client issues.

• Engage in cross-functional projects that address system and vendor-related challenges.

• Assist in supervising and guiding customer service associates to achieve service objectives.

• Handle escalated client calls and provide timely, accurate resolutions.

• Deliver training for new hires, along with ongoing training and re-training as needed.

• Support sourcing programs, deployment, and field support in coordination with Field Sourcing.

• Collaborate with Field Sourcing and Information Technology on ePro item maintenance.

• Assist with team meetings.

• Execute queue management workflow tasks related to Clarify.

• Accurately manage and document incoming and follow-up interactions in the tracking system.

• Evaluate quality monitoring, summarize results, and report to the manager for associate feedback sessions.

• Attend vendor and Program Manager meetings and program debriefs.

• Communicate via phone, email, and chat with both internal and external clients.

• Interpret customer needs and identify potential resolutions using software programs.

• Adhere to established procedures for addressing inquiries and resolving issues.

• Manage customer communications within customer service, quality measurement, and departmental metrics.

• Document and track client interactions using approved software and systems.

• Observe and report on customer inquiry trends.

• Perform additional duties as assigned.

⛳️ Requirements

• High school diploma or equivalent.

• Ability to communicate clearly and maintain composure using effective customer service techniques with stressed clients.

• Capacity to concentrate and work efficiently in a fast-paced, high-volume inquiry environment.

• Education and/or work experience that demonstrates the necessary skill level.

• Exceptional oral and written communication skills.

• Ability to interact effectively at all organizational levels.

• Experience handling sensitive client information and issues.

• High level of computer proficiency.

• Proficient in accurately interpreting and entering customer information into software systems.

• Advanced skills in Excel.

• Several years of customer support experience with acceptable performance, or equivalent through a combination of education and related work experience.

• Strong emotional intelligence for sensitive client interactions and escalations.

• Strong problem-solving and critical thinking capabilities.

• Preferred: Experience supporting Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications, and remote control.

• Preferred: Bilingual capabilities in Spanish and English.

🏝️ Benefits

• Competitive pay.

• Comprehensive benefits package.

• 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 Preparation benefit.

• Opportunities for continuous learning and professional development through a High Performing, Connected Culture.