Senior Customer Service

H&R Block is a leading tax services company that has been providing help and inspiring confidence in clients for over 70 years. They are seeking a Senior Customer Service associate to provide exceptional client service through various communication channels, resolve escalated cases, and mentor other associates.

Responsibilities:

• Interpret client needs and utilize Human Resources Information Systems (HRIS) and Customer Relationship Management (CRM) software programs to identify possible resolutions
• Partner with SMEs and Tier 3 to research and resolve inquires when the established procedure does not fully address inquiry; research and resolve escalated cases accurately and within Service Level Agreements (SLA)
• Act as a contact for escalated cases coming from Payroll, Tax Operations, Benefits, and Timekeeping departments to associates at World Headquarters and in the field
• Use HRIS and CRM software programs and computer systems to accurately document and track client contacts
• Adhere to compliance policies when resolving client issues
• Document and communicate to management recurring or significant problems or issues with products or services supported as encountered through contacts
• Follow established procedures to resolve escalated issues regarding Tax Training School courses
• Use internal computer systems to maintain tax professional training and certification records; facilitate compliance with federal and state licensing and registration requirements
• Provide up training and mentoring to other People Resource Center representatives
• Participate in outbound calling campaigns or internal team projects, as needed
• Other duties as assigned

Requirements:

• High school diploma or equivalent
• Ability to perform under stress in a fast-paced phone center environment
• 3 years minimum related work experience
• Advanced MS Outlook, Word, Excel, and PowerPoint
• Excellent oral, written, and interpersonal communication skills
• 35 wpm Ability to type at least ___ words per minute
• In certain departments, industry licensing is required
• Spanish Bi-lingual skills
• Call center experience