Lead Customer Service, Seasonal

🔥 3 minutes ago

🏰 Missouri – Remote

🏰 Missouri – Remote

💵 $25 - $37 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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H&R Block

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1955

💸 Finance

👥 B2C

🤝 B2B

Finance • B2C • B2B

H&R Block is a U. S. -based tax preparation and financial services company founded in 1955 that helps individuals and small businesses with tax filing, bookkeeping, payroll, business-formation services, and related financial products. The company operates retail and franchise tax offices, offers online filing and tax-software options, provides financial products (refund advances, a branded debit card and other bank products in partnership with Pathward), and serves both consumer and small-business customers. H&R Block also runs training and seasonal staffing programs, and provides resources such as The Tax Institute and audit/notice support.

📋 Description

• Assist in the supervision and direction of customer service associates to meet daily, weekly, and monthly service goals • Handle escalated calls involving sensitive client issues and provide prompt, accurate resolutions • Lead special projects to identify and resolve customer service, system, and vendor-related issues • Collaborate with managers and associates to address recurring customer service, system, and other challenges • Provide new hire training, up-training, and re-training • Participate in candidate evaluations and provide hiring feedback • Perform queue management workflow duties • Ensure incoming and follow-up interactions are properly handled and accurately entered into the tracking system • Evaluate quality monitoring, summarize results, and report to the manager for associate feedback sessions • Attend weekly meetings and debriefs and provide best-practice feedback • Communicate by phone and email with internal and external clients • Interpret customer needs and use software programs to identify resolutions • Follow established procedures to handle inquiries and resolve concerns • Track customer service handling, quality measurement, and department metrics • Document and track client contacts using approved software programs and computer systems • Observe and report customer inquiry trends • Perform other assigned duties

🎯 Requirements

• High school diploma or equivalent • Education and/or work experience necessary to demonstrate required skill level • Excellent oral and written communication skills • Ability to communicate clearly and maintain composure with clients who may be under stress • Ability to concentrate and work effectively in a fast-paced, high-volume inquiry environment • Experience handling sensitive client information and issues • High level of computer literacy • Proficiency in accurately interpreting and entering customer information into appropriate software systems • Advanced Excel skills • Multiple years of experience in customer support with an acceptable level of performance, or equivalent through a combination of education and related work experience • Strong emotional intelligence for managing sensitive client interactions and escalations • Strong problem-solving and critical thinking skills • Preferred: experience supporting Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications and remote control • Preferred: call center experience • Preferred: Spanish/English bilingual capabilities

🏖️ Benefits

• Competitive pay • Comprehensive benefits • 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 • Potential incentive compensation or short-term incentive plans

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