Bilingual Customer Service Representative

H&R Block Canada; Calgary; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading tax preparation firm is looking for a Support Agent in Calgary to assist clients with escalated tax issues in both French and English. The ideal candidate will have tax theory knowledge, strong communication skills, and be detail-oriented. Join us for a full-time entry-level role with opportunities for growth in a dynamic environment.

Benefits

Free tax preparation service for associates

A stock purchase plan

Health/fitness reimbursement program

Employer-matching RRSP

Qualifications

• Tax theory knowledge for Canada Revenue Agency and Revenue Quebec.
• Ability to work effectively under strict guidelines.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Interact with clients to troubleshoot and resolve tax cases.
• Manage inquiries from multiple channels including chat and social media.
• Collaborate with support teams to manage escalated cases.

Skills

Fluent in both French and English

Strong communication skills

Effective time management

Detail-oriented and analytical

Demonstrated problem solving skills

Education

H&R Block Tax Academy Trained

Tools

Microsoft products

ITSM ticketing tools

Job description

Overview

For over 60 years, H&R Block has prepared taxes for millions of Canadians annually. Headquartered in Calgary, Alberta, we serve taxpayers in 1,000+ offices, through our upload from home service, and online with our DIY tax software. Our dedicated team of Tax Experts use the latest in electronic processing and filing technology to prepare all types of returns, including personal, small business, corporate, farm, trucker, fishing, U.S., rental and estate.

Becoming an H&R Block Associate is an opportunity to grow with the strongest brand in the tax preparation industry. We are looking for people who want to provide help and inspire confidence in our clients and communities. We know that the ability to deliver outstanding client service starts with having the best talent on our team, and if you want to be part of our success story then we want to hear from you!

Benefits

• Free tax preparation service for associates; discounts for their families and friends
• A stock purchase plan
• A health / fitness reimbursement program
• An employer-matching Registered Retirement Savings Plan

The Opportunity (Remote)

Reporting to the Lead, Support Centre the Support Agent (Revenue Quebec) will be primarily focused on addressing and resolving escalated French / Quebec client tax issues. This includes in-depth troubleshooting our Digital tax software, assisting our Retail clients that require support from an office, performing client call backs to gather more information when needed, delivering Audit Protection reviews and escalating issues to other specialized departments for further analysis.

Key Areas of Responsibility

• Interact with clients to validate, troubleshoot, resolve, and / or escalate tax cases.
• Handle CRA and Revenue Quebec tax concerns across all lines of business.
• Manage inquiries from multiple channels (chat, social media) and facilitate client callbacks to gather information on escalated cases.
• Identify and flag escalated cases with potential impacts to H&R Block.
• Collaborate with Call Centre support groups to manage and trend escalations; attend stakeholder meetings; provide follow-up feedback on escalated cases.
• Assist with continual service improvement initiatives related to documentation / knowledge base, processes / procedures, and training material.
• Remain current on all H&R Block products and services the Support Centre is accountable for.

Qualifications

• Fluent in both French and English (verbal and written).
• Tax theory knowledge / experience for both Canada Revenue Agency and Revenue Quebec tax returns.
• H&R Block Tax Academy Trained – Asset
• Solid understanding of Microsoft products and ITSM ticketing tools
• Strong communication skills, both verbal and written
• Effective time management and organizational skills
• Ability to work effectively under strict guidelines
• Detail-oriented, organized and highly analytical
• Demonstrated problem solving and / or conflict resolution skills
• Ability to work independently and / or within a support team environment
• Ability to manage multiple priorities within a fast-paced environment, maintaining efficiency and focus
• Ability to work flexible hours

If you meet the skills and qualifications required for this great opportunity, and are truly passionate about teamwork, we invite you to send your cover letter stating hourly compensation expectations along with your resume to [e-mail].

We encourage all interested individuals to apply. Successful candidates must have legal authorization to work in Canada on a full-time basis for any employer. Proof of legal authorization to work in Canada will be required as part of the recruitment process. Only those candidates selected for an interview will be contacted.

H&R Block fosters a workplace in which individual differences are recognized, appreciated, and respected. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.

Other

Seniority level: Entry level

Employment type: Full-time

Job function: Customer Service