Customer Service, Seasonal Business Battalion

H&R Block, a provider of tax preparation services, is seeking a seasonal Customer Service Business Battalion Agent to provide advanced support for clients using DIY online, software tax products, and business software programs. The role involves troubleshooting technical issues, resolving and tracking incidents, identifying security concerns, and communicating with clients through phone, email, and chat.

Responsibilities:

• Interpret client needs, utilize software solutions, and troubleshooting skills to identify practical solutions
• Utilize software solutions, knowledge base, and computer systems to resolve and track user incidents
• Identify potential security issues and escalate issues appropriately to business partners, including partnering with developers and other lines of business
• Communicate clearly and calmly on the telephone, email, and chat and to use effective customer service techniques with clients who may be under stress
• Utilize 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 our clients
• Experience in analyzing identifying root causes of customer dissatisfaction and making informed decisions
• Advanced computer navigation knowledge
• Must have an outlet for computer and monitors to be connected to
• Must have a place in your residence that would be suitable for taking phone calls or chats in an area you would consider to be secure, private, and quiet workspace
• Must have a smartphone and be willing to install an RSA token (two-factor authentication) as well as Microsoft Teams on it
• Must have a wired internet connection (not Wi-Fi) with minimum upload and download speeds of 15MBps (Internet Speed Test required)
• Experience in an in-bound help desk environment
• Prior experience with Microsoft Office, advanced computer software troubleshooting, and networking connectivity problems
• Experience in customer service or financial services position
• Experience in a large phone center