Seasonal Customer Care Agent

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

📋 Description

• Deliver advanced client assistance through phone, email, and chat for external clients requiring help with DIY online and software tax products.

• Assess client needs and employ software solutions and troubleshooting abilities to determine effective resolutions.

• Utilize software tools, knowledge bases, and computer systems to address and monitor user incidents.

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

• Collaborate with developers and other business units.

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

• Apply effective customer service techniques and interact with team members at all levels.

⛳️ Requirements

• High school diploma or equivalent qualification.

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

• Capable of managing challenging conversations with empathy and tact.

• Experience in analyzing customer dissatisfaction, pinpointing root causes, and making informed decisions.

• General knowledge of computer navigation.

• A suitable outlet for connecting a computer and monitors.

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

• A smartphone with a willingness to install an RSA token and Microsoft Teams.

• A wired internet connection, not Wi-Fi, with minimum upload and download speeds of 15 Mbps; an internet speed test is required.

• Preferred: experience in an inbound help desk setting.

• Preferred: background in customer service or financial services.

• Preferred: experience in a large call center.

• Preferred: familiarity with Microsoft Office, computer software troubleshooting, and/or networking connectivity.

🏝️ Benefits

• Shift differential pay for weekend shifts.

• Additional monthly incentives for surpassing performance standards.

• End-of-season bonuses for exceeding performance goals.

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

• Ongoing learning opportunities and support for well-being.