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 team operations and functions • Lead special projects identifying and resolving customer service issues • Collaborate with the manager, Field Sourcing Logistics and Deployment, PeopleSoft IT support, associates, and vendors • Manage and resolve sensitive client issues and escalations across multiple skill sets • Serve as liaison between field customers, CSC field support groups, and vendors • Use software programs, tools, and computer systems to resolve and track client issues • Participate in cross-functional projects addressing system and vendor-related issues • Assist in supervising and directing customer service associates to meet service goals • Handle escalated client calls and provide prompt, accurate resolutions • Provide new hire training, up-training, and re-training • Support sourcing programs, deployment, and field support with Field Sourcing • Work with Field Sourcing and Information Technology on ePro item maintenance • Assist with team meetings • Perform queue management workflow duties relating to Clarify • Accurately handle and document incoming and follow-up interactions in the tracking system • Evaluate quality monitoring, summarize results, and report to the manager for associate feedback sessions • Attend vendor and Program Manager touchpoint meetings and program debriefs • Communicate by phone, email, and chat with internal and external clients • Interpret customer needs and identify possible resolutions using software programs • Follow established procedures to handle inquiries and resolve concerns • Handle customer communications within customer service, 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 using effective customer service techniques with stressed clients • Ability to concentrate and work effectively in a fast-paced, high-volume inquiry environment • Education and/or work experience necessary to demonstrate the 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 accurately interpreting and entering customer information into software systems • Advanced Excel skills • Multiple years of customer support experience with acceptable performance, or equivalent through a combination of education and related work experience • Strong emotional intelligence for 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: 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 • Continuous learning and professional development through a High Performing, Connected Culture