Senior Customer Service, Seasonal

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

📋 Description

• Deliver outstanding client service primarily via phone, email, and chat to incoming callers.

• Address and resolve requests and inquiries related to H&R Block client retail services, human resources, and tax training support.

• Investigate and resolve escalated cases accurately within established Service Level Agreements.

• Collaborate with subject matter experts and Tier 3 when existing procedures do not fully address inquiries.

• Serve as a point of contact for escalated cases originating from Payroll, Tax Operations, Benefits, and Timekeeping departments.

• Utilize HRIS, CRM software, and computer systems to document and track client interactions.

• Comply with policies when addressing client issues.

• Record and inform management about recurring or significant product and service issues.

• Address escalated challenges related to Tax Training School courses.

• Maintain records for tax professional training and certification.

• Ensure compliance with federal and state licensing and registration requirements.

• Offer training and mentoring to other representatives in the People Resource Center.

• Engage in outbound calling campaigns or internal team projects as required.

• Execute additional duties as assigned.

⛳️ Requirements

• Possess a high school diploma or equivalent.

• No prior work experience is required.

• Capable of providing client service through phone, email, and chat.

• Skilled in handling complex internal customer inquiries and escalated cases.

• Proficient in using HRIS and CRM software programs along with computer systems.

• Able to research, analyze, resolve, document, and articulate client issues.

• Committed to adhering to compliance policies and Service Level Agreements (SLAs).

• Capable of maintaining tax professional training and certification records, ensuring compliance with federal and state licensing and registration requirements.

• Able to provide training and mentoring to fellow customer service associates.

🏝️ Benefits

• Competitive salary.

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

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

• Employee Assistance Program.

• Access to (virtual) fitness center programs.

• Associate discount program.

• Business Travel Accident Insurance.

• Associate Tax Preparation benefit.

• Incentive compensation or short-term incentive plans may offer additional earnings for successful candidates.

• Ongoing learning opportunities and support for well-being.