Seasonal Customer Care Agent
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Job Description
Seasonal Customer Care Agent supporting H&R Block’s online tax preparation and software clients remotely. Resolving incidents through phone, email, and chat while escalating security issues.
Responsibilities:
- Provide advanced client support via phone, email, and chat for external clients needing assistance with DIY online and software tax products
- Interpret client needs and use software solutions and troubleshooting skills to identify practical solutions
- Use software solutions, knowledge bases, 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 effective customer service techniques and interact with associates at all levels
Requirements:
- High school diploma or equivalent
- Ability to communicate clearly and effectively, verbally and in writing
- Ability to handle difficult conversations with empathy and tact
- Experience analyzing customer dissatisfaction, identifying root causes, and making informed decisions
- General computer navigation knowledge
- A suitable outlet for connecting a computer and monitors
- Secure, private, and quiet workspace at home for phone calls or chats
- Smart phone with willingness to install an RSA token and Microsoft Teams
- Wired internet connection, not Wi-Fi, with minimum upload and download speeds of 15 Mbps; internet speed test required
- Preferred: experience in an inbound help desk environment
- Preferred: experience in customer service or financial services
- Preferred: experience in a large phone center
- Preferred: Microsoft Office, computer software troubleshooting, and/or networking connectivity experience
Benefits:
- Shift differential pay for weekend shifts
- Additional monthly incentives for exceeding performance standards
- 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
- Competitive pay
- Continuous learning and support for well-being
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