Customer Service – Seasonal
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Job Description
Seasonal Customer Service agent supporting H&R Block’s online and software tax products. Resolving client issues through phone, email, and chat from home.
Responsibilities:
- Provide advanced client support via phone, email, or chat for external clients needing assistance with DIY online and software tax products
- Interpret client needs, utilize software solutions, and apply troubleshooting skills to identify practical solutions
- Use software solutions, knowledge base, and computer systems to resolve and track user incidents
- Identify potential security issues and escalate them appropriately to business partners
- Partner with developers and other lines of business
- Communicate clearly and calmly with clients who may be under stress
- Use oral, written, and interpersonal communication skills to interact with all levels of associates
Requirements:
- High school diploma or equivalent
- Ability to communicate clearly and effectively, both verbally and in writing
- Ability to handle difficult conversations with empathy and tact, building trust with clients
- Experience analyzing and identifying root causes of customer dissatisfaction and making informed decisions
- General computer navigation knowledge
- Must have an outlet for laptop and monitors to be connected to
- Must have a secure place in the residence suitable for phone calls or chats
- Must have a smartphone and be willing to install an RSA token (two-factor authentication) and Microsoft Teams
- Must have a wired internet connection, not Wi-Fi, with minimum upload and download speeds of 15MBps; internet speed test required
- Experience in an inbound help desk environment preferred
- Experience in customer service or financial services, preferably in a large phone center, preferred
- Prior experience with Microsoft Office, general computer software troubleshooting, and/or networking connectivity problems preferred
Benefits:
- Shift differential pay for mid, evening, and weekend shifts
- Additional monthly and end-of-season incentives for exceeding performance standards
- Medical and prescription drug coverage for qualifying associates and 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
- 100% work from home opportunity
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