Senior Customer Service
About the Role
As a Senior Customer Service associate, you will provide exceptional client service primarily through phone, email, and chat communication to inbound callers. This includes receiving and resolving a comprehensive variety of H&R Block client retail services, human resources, and tax training support requests and inquiries, as well as researching and resolving escalated cases. You will handle complex internal customer inquiries and concerns, partnering with subject matter experts (SME) and Tier 31. Sr Customer Service associates utilize various data sources to properly analyze a problem, determine the best method to resolve, document the situation, and present a detailed explanation to the client. This role will provide up training and mentoring to other customer service associates and serve as liaison between clients and management, support groups, and the business unit.
Day to day, you’ll...
Interpret client needs and utilize Human Resources Information Systems (HRIS) and Customer Relationship Management (CRM) software programs to identify possible resolutions
Partner with SMEs and Tier 3 to research and resolve inquires when the established procedure does not fully address inquiry; research and resolve escalated cases accurately and within Service Level Agreements (SLA)
Act as a contact for escalated cases coming from Payroll, Tax Operations, Benefits, and Timekeeping departments to associates at World Headquarters and in the field
Use HRIS and CRM software programs and computer systems to accurately document and track client contacts
Adhere to compliance policies when resolving client issues
Document and communicate to management recurring or significant problems or issues with products or services supported as encountered through contacts
Follow established procedures to resolve escalated issues regarding Tax Training School courses
Use internal computer systems to maintain tax professional training and certification records; facilitate compliance with federal and state licensing and registration requirements
Provide up training and mentoring to other People Resource Center representatives
Participate in outbound calling campaigns or internal team projects, as needed
Other duties as assigned
Work Environment: Standard office environment
Special Physical Requirements: NA
Travel: Negligible
Required Qualifications
Education:
- High school diploma or equivalent
Work Experience:
- Ability to perform under stress in a fast-paced phone center environment
- In certain departments, industry licensing is required
- 3 years minimum related work experience
- Advanced MS Outlook, Word, Excel, and PowerPoint
- Excellent oral, written, and interpersonal communication skills
Preferred Qualifications
Work Experience:
- 35 wpm Ability to type at least ___ words per minute
- Spanish Bi-lingual skills
- Call center experience