Field Operations Specialist: Resolution & Support

H&R Block, Inc.; Missouri; On-site; USD 22,000 - 33,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

401(k) Plan

Job summary

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

You will research and resolve operational issues, execute standard procedures, and collaborate with cross-functional teams to uphold service levels and ensure a consistent support experience across the organization.

Qualifications

• Associate's degree or equivalent education/experience.
• 3 years of relevant work experience.
• Strong oral and written communication skills.
• Ability to prioritize and meet deadlines.

Responsibilities

• Serve as the primary contact for field associates and leaders, providing timely support and resolution for operational inquiries.
• Research, troubleshoot, and resolve routine operational issues.
• 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.

Skills

Communication skills

Prioritization

Collaboration

Critical thinking

Education

Associate's degree in Business/Management or related area

Job description

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

You will research and resolve operational issues, execute standard procedures, and collaborate with cross-functional teams to uphold service levels and ensure a consistent support experience across the organization.