Lead Customer Service – Seasonal

🔥 0 minutes ago

🏰 Missouri – Remote

🏰 Missouri – Remote

💵 $25 - $37 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.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 that provides in-person and online tax filing, tax professionals, small business bookkeeping and payroll, and related financial products such as refund advances and prepaid cards. Founded in 1955, it operates retail tax offices, franchises, and digital platforms to serve consumers and small businesses with tax, accounting, and financial solutions.

📋 Description

• Assist the manager with daily operations and team functions • Assist in supervising and directing customer service associates to meet daily, weekly, and monthly service goals • Lead special projects to identify and resolve customer service, system, and vendor issues • Handle escalated and sensitive client calls and communications, providing prompt and accurate resolutions • Provide new-hire training, up-training, and re-training for associates • Collaborate with Field Sourcing on sourcing programs, deployment, and support • Work with Field Sourcing and Information Technology on ePro item maintenance • Assist with team meetings • Perform queue-management workflow duties relating to Clarify • 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 vendor and Program Manager touchpoint meetings and program debriefs • Communicate with internal and external clients by phone, email, and chat • Interpret customer needs and use software programs to identify possible resolutions • Follow established procedures to handle inquiries and resolve concerns • Manage customer communications within service-handling, quality-measurement, and department metrics • Document and track client contacts using approved software and computer systems • Observe and report customer inquiry trends • Perform other duties as assigned

🎯 Requirements

• High school diploma or equivalent • 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 • Education and/or work experience necessary to demonstrate required skill level • Excellent oral and written communication skills • Ability to interact effectively at all levels of the organization • 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 with empathy and professionalism • Strong problem-solving and critical thinking skills • Preferred: experience supporting Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications, and remote control • Preferred: Spanish/English bilingual capabilities

🏖️ 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 • Incentive compensation or short-term incentive plans may provide additional earnings • Seasonal full-time employment • Remote work