Client Services Social Media Representative, Seasonal

H&R Block; Missouri; Vor Ort; USD 25.000 - 38.000; Vollzeit

Benefits dieser Stelle

Competitive pay

Comprehensive benefits

Life balance support

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Clear communication

Composure under pressure

Emotional intelligence

Problem solving

Adaptability

Crisis management

Technical proficiency

Microsoft Office

Ausbildung

High school diploma or equivalent

Tools

CRM system

Microsoft Teams

IT troubleshooting

Office software

Jobbeschreibung

About the Role

At H&R Block, we are committed to providing exceptional service and support to our clients. As a Client Services Representative, you will play a crucial role in resolving both internal and external client concerns on behalf of our District Managers. Your responsibilities will include conducting thorough research, performing detailed analysis, and making independent decisions to ensure client satisfaction.

You will leverage multiple software applications to manage and resolve escalated complaint cases efficiently. Additionally, you will act as a liaison, contacting H&R Block Field Leadership and other related business units to facilitate effective communication and resolution for our clients.

Your ability to navigate complex situations with professionalism and empathy will be essential in maintaining the trust and confidence of our clients. Join us in our mission to provide outstanding service and support and help us make a positive impact on the lives of those we serve.

Day to day, you'll...

• Provide escalation support to assist both internal and external clients using multiple communication methods, including phone, e-mail, mail, and chat
• Monitor multiple regional areas for incoming client issues and inquiries
• Respond to all incoming client issues and inquiries within the department’s service level agreement (SLA)
• Perform detailed research and analysis on client concerns and inquiries using multiple software applications
• Retain detailed documentation regarding client interactions, research, analysis, and resolutions using the Customer Relationship Management (CRM) system
• Support tax office associates and management by serving as a liaison between them and other business units
• Assist Internal Vendors in responding to all incoming client issues within the department’s SLA
• Actively provide support and feedback regarding department policies, processes, and guidelines
• Exercise independent decision-making in selecting the best option for resolving client concerns, including determining if gift certificates should be issued

Required Qualifications

Education:

• High school diploma or equivalent

Work Experience:

• Ability to communicate clearly and maintain composure, using effective customer service techniques with clients who may be under stress
• Awareness of H&R Block brand and values
• Crisis management abilities and technical proficiency
• Emotional intelligence, problem-solving skills, and adaptability
• General knowledge of computer navigation and troubleshooting issues with software and/or networking connectivity problems, including prior experience with Microsoft Office tools
• Minimum 1-2 years of experience working in a Social Media Customer Care / Social Media Customer Recovery role (examples: TikTok, Instagram, Facebook, Twitter, and YouTube)
• Minimum 1 year of experience in a customer service or financial services position, preferably in a large phone center
• Must have an outlet for laptop and monitors to be connected to?
• Must have a place in your residence that would be suitable for taking phone calls or chats in an area you would consider to be secure?
• Must have a smart phone and be willing to install an RSA token (two-factor authentication) as well as Microsoft Teams on it?
• Must have a wired internet connection (not?Wi-Fi) with minimum upload and download speeds of 15MBps (Internet Speed Test required)?

Why work for us

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.

That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.

Pay Range Information

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

Pay Range

$18.41 - $27.64/Hr.