Universal Agent

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

📋 Description

• Provide cross-functional assistance across DIY, Assisted, and Retail business lines via phone, chat, email, and social media platforms.

• Utilize extensive product and service knowledge to minimize transfers and guarantee a smooth client experience.

• Independently handle and resolve moderately complex Tier-2 escalations, including customer complaints and product issues.

• Recognize patterns and root causes, coordinating with support teams as necessary.

• Maintain proactive communication with clients throughout the entire case lifecycle.

• Deliver status updates, perform follow-ups, and ensure timely resolution of cases.

• Employ knowledge bases and internal systems to investigate, resolve, and accurately document client concerns.

• Implement retention strategies to enhance relationships, reduce churn, and foster loyalty.

• Conduct outbound satisfaction surveys, follow-ups, and targeted retention or engagement initiatives.

• Engage in training, mentor new team members, contribute to process enhancements, and provide feedback on knowledge base materials and cross-functional workflows.

• Comply with performance, quality, and compliance standards while utilizing contact-center systems, tools, and documentation protocols.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Ability to maintain composure and empathy when addressing concerns from upset clients.

• Capacity to work autonomously and achieve established goals in a remote working environment.

• Proven problem-solving and critical thinking abilities to identify customer issues and troubleshoot them effectively.

• Exceptional verbal, written, and interpersonal communication skills.

• Prior experience in a customer service position.

• Proficiency in Microsoft Office applications.

• Familiarity with Knowledge Base systems or online repositories.

• Minimum of 2 years related work experience.

• Strong attention to detail for accurate information gathering and documentation.

• Experience with customer relationship management (CRM) or workflow management software, such as Salesforce or similar platforms.

🏝️ Benefits

• 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.

• Competitive compensation.

• Opportunities for continuous learning.

• Support for life both in and outside of the workplace.