Field Operations Representative

H&R Block, Inc.; Northern (KY); Hybrid; USD 22,000 - 33,000; Full time

Job summary

H&R Block, Inc. is seeking a Field Operations Representative to support field associates and leaders by resolving operational inquiries, processing transactions, and maintaining clear communication throughout the resolution process.

You will research issues, execute standard processes, document actions, and collaborate with cross-functional partners to ensure service level expectations are met in a fast-paced environment.

Qualifications

• Associate’s degree or equivalent experience in business or related area.
• At least 3 years of relevant experience.
• Ability to set priorities and meet deadlines.
• Strong oral, written, and interpersonal communication skills.

Responsibilities

• Serve as primary contact for field associates and leaders, delivering timely support.
• Research, troubleshoot, and resolve routine operational issues.
• Execute standardized operational transactions accurately per procedures.
• Maintain detailed case documentation including actions and follow-ups.
• Provide proactive updates to stakeholders throughout the resolution process.

Skills

Prioritization

Communication

Critical thinking

Collaboration

Customer service

Education

Associate's degree or equivalent experience

Job description

About the Role

As a Field Operations Representative, you'll support field associates and leaders by resolving operational inquiries, processing transactions accurately, and maintaining communication throughout the resolution process.

You’ll research and resolve operational inquiries, execute standard processes, and collaborate with cross-functional partners to maintain operational consistency and meet service level expectations.

Day to day you will...

• Serve as the primary point of contact for field associates and leaders, providing timely support and resolution for operational inquiries.
• Research, troubleshoot, and resolve routine operational issues while ensuring excellent customer service.
• Execute standardized operational transactions accurately and efficiently in accordance with established procedures.
• Maintain detailed and accurate case documentation, including actions taken, resolutions, and follow-up activities.
• Provide proactive communication and ongoing status updates to stakeholders throughout the resolution process.
• Collaborate with cross-functional business partners to address operational requests and support business continuity.
• Monitor and meet service level expectations while managing multiple priorities in a fast-paced environment.
• Escalate complex, non-standard, or high-impact issues through appropriate channels for further review and resolution.
• Develop and maintain expertise in assigned operational processes, systems, and workflows.
• Identify opportunities to improve operational efficiency and contribute to a consistent support experience across the organization.
• Ensure compliance with company policies, procedures, and operational standards.
• Support a positive experience for field associates and leaders by delivering professional, responsive, and solutions-focused service.

Required Qualifications

• Associate’s degree in Business, Management, or related area, or the equivalent through a combination of education and work experience.
• 3 years of experience in relevant roles
• Demonstrated track record of establishing priorities and meeting deadlines.
• Advanced oral, written, and interpersonal communication skills.
• Strong critical thinking, collaboration, and continuous improvement mindset.

Preferred Qualifications

• Technology, Facility, Field Sourcing industry background
• Knowledge of retail operations support

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

$16.06 - $24.09/Hr.