Lead Customer Service, Seasonal

🔥 0 minutes ago

🏰 Missouri – Remote

🏰 Missouri – Remote

💵 $25 - $37 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

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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 in supervising and directing customer service associates to meet daily, weekly, and monthly service goals • Handle sensitive and escalated client calls and resolve issues promptly and accurately • Provide new-hire training, up-training, and re-training for associates • 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 results and report summaries to the manager for associate feedback sessions • Attend weekly meetings and debriefs, provide feedback, and help resolve best-practice issues • Communicate by phone and email with internal and external clients • Interpret customer needs and use software to identify resolutions • Follow procedures to handle inquiries and resolve concerns • Manage customer communications within service, quality, and department metrics • Document and track client contacts using approved software and computer systems • Observe and report customer inquiry trends • Assist with special projects addressing customer service, system, and vendor-related issues • Perform other duties as assigned

🎯 Requirements

• High school diploma or equivalent • Ability to communicate clearly and maintain composure with stressed clients • Ability to concentrate and work effectively in a fast-paced, high-volume inquiry environment • Education and/or work experience demonstrating the required skill level • Excellent oral and written communication skills • Ability to interact effectively at all organizational levels • Experience handling sensitive client information and issues • High computer literacy • Proficiency interpreting and accurately entering customer information into software systems • Advanced Excel skills • Multiple years of experience in customer support 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 peripherals, 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 • Incentive compensation or short-term incentive plans may provide additional earnings for successful candidates