Client Services & Social Media Care Specialist

H&R Block, Inc.; Missouri; On-site; USD 25,000 - 38,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Life balance support

Job summary

H&R Block, Inc. seeks a Client Services Representative to resolve escalated client concerns and coordinate with District Managers. You will research issues, analyze data, and make independent decisions to ensure client satisfaction.

You will leverage multiple software applications to manage cases and act as a liaison with Field Leadership and other units to facilitate effective communication and resolution.

Qualifications

• High school diploma or equivalent.
• 1-2 years experience in Social Media Customer Care/Recovery.
• Experience in customer service or financial services, preferably in a large call center.
• Must have an outlet for laptop and monitors to be connected to?
• Must have a secure home office setup for taking calls or chats.
• Must have a wired internet connection with minimum speeds of 15 Mbps.

Responsibilities

• Provide escalation support via multiple channels including phone, email, mail, and chat.
• Monitor regional areas for incoming client issues and inquiries.
• Respond to all incoming client issues within the department’s SLA.
• Perform detailed research and analysis on client concerns using multiple software applications.
• Retain detailed documentation in the CRM system.
• Liaise with Field Leadership and other units to facilitate resolution.
• Assist Internal Vendors in responding within SLA.
• Provide feedback on department policies and guidelines.
• Exercise independent decision-making on resolutions, including whether to issue gift certificates.

Skills

Clear communication

Composure under pressure

Emotional intelligence

Problem solving

Adaptability

Crisis management

Technical proficiency

Microsoft Office

Education

High school diploma or equivalent

Tools

CRM system

Microsoft Teams

IT troubleshooting

Office software

Job description

H&R Block, Inc. seeks a Client Services Representative to resolve escalated client concerns and coordinate with District Managers. You will research issues, analyze data, and make independent decisions to ensure client satisfaction.

You will leverage multiple software applications to manage cases and act as a liaison with Field Leadership and other units to facilitate effective communication and resolution.