Senior Customer Service, Seasonal

H&R Block is a tax services company seeking a Senior Customer Service associate to provide exceptional client support through phone, email, and chat. The role handles complex and escalated inquiries across retail services, human resources, tax training, payroll, benefits, and timekeeping, while also mentoring other customer service associates and maintaining training and certification records.

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
• • No previous work experience necessary