Customer Service, Seasonal

H&R Block, a leader in tax preparation services, is seeking a seasonal Customer Service agent for a work-from-home role. The position provides advanced support to external clients through phone, email, and chat, assisting with DIY online and software tax products while troubleshooting issues, tracking incidents, and escalating security concerns.

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?
• General computer navigation knowledge?
• Experience in an in-bound help desk environment?
• Prior experience with Microsoft Office, general computer software troubleshooting, and/or networking connectivity problems?
• Experience in customer service or financial services position, preferably in a large phone center?