Lead Customer Service, Seasonal

H&R Block; Missouri; On-site; USD 3,458,000 - 5,185,000; Full time

Job summary

H&R Block is seeking a Seasonal Customer Service Lead to support daily operations, supervise agents, and resolve escalations with professionalism. You will train staff, assist hiring managers in interviews, manage queues, and ensure accurate documentation of client interactions.

The role emphasizes quality monitoring, cross-functional collaboration, and ongoing feedback to improve service delivery for clients across multiple channels.

Qualifications

• Experience in customer service roles with ability to manage high volumes of inquiries.
• Strong communication skills, both written and verbal, under pressure.
• Able to maintain composure and provide clear, professional responses to clients.
• Proficiency with basic computer systems and Excel.
• Bilingual Spanish/English is a plus for this role.

Responsibilities

• Assist in supervising and directing customer service associates to meet goals.
• Handle escalated calls from clients with sensitive issues and resolve promptly.
• Provide new hire training, up-training, and re-training for associates.
• Partner with hiring managers to assist in interview processes and feedback.
• Perform queue management and track interactions in the system.
• Evaluate quality monitoring results and report to management.

Skills

Customer service

Communication

Problem solving

Excel

Spanish/English bilingual

Education

High school diploma or equivalent

Tools

Microsoft OS

Networking

Remote control

Call Center software

Job description

About The Role

• Assist in the supervision and direction of customer service associates to meet daily, weekly, and monthly service goals
• Handle escalated calls from clients with sensitive and escalated issues using professionalism and excellent customer service skills to arrive at a prompt and accurate resolution
• Function as a resource in providing new hire training, up-training, and re-training for new and existing associates
• Partner with hiring managers to support the interview process by participating in candidate evaluations and providing feedback for new hire associate roles
• Perform queue management workflow duties
• Ensure that incoming and follow-up interactions are handled properly and are accurately input into the tracking system
• Evaluate quality monitoring, summarize results and report to manager for feedback sessions with associates
• Attend weekly meetings and debriefs, and provide feedback and help resolve for "best practices"
• Communicate via phone and email with internal and external clients requiring assistance or information
• Interpret customer needs and utilize software programs to identify possible resolutions
• Follow established procedures to handle inquiries and resolve concerns to ensure client satisfaction
• Handle customer communications within all customer service handling, quality measurement, and department metrics
• Use approved software programs and computer systems to accurately document and track client contacts
• Observe and report customer inquiry trends using appropriate channels
• Perform other duties as assigned

As a seasonal Customer Service Lead, you will assist the manager with the daily operations and functions of the team. You will take charge of special projects aimed at identifying and resolving customer service issues. You will collaborate closely with the manager and associates to address and correct recurring customer service, system, and other challenges. You will efficiently manage and resolve sensitive client issues and escalations, handling them across multiple skill sets. You will utilize various software programs, tools, and computer systems to resolve and track client issues. Additionally, you will participate in cross-functional special projects to address system and vendor-related issues affecting the field.

Day to day, you'll…

• Assist in the supervision and direction of customer service associates to meet daily, weekly, and monthly service goals
• Handle escalated calls from clients with sensitive and escalated issues using professionalism and excellent customer service skills to arrive at a prompt and accurate resolution
• Function as a resource in providing new hire training, up-training, and re-training for new and existing associates
• Partner with hiring managers to support the interview process by participating in candidate evaluations and providing feedback for new hire associate roles
• Perform queue management workflow duties
• Ensure that incoming and follow-up interactions are handled properly and are accurately input into the tracking system
• Evaluate quality monitoring, summarize results and report to manager for feedback sessions with associates
• Attend weekly meetings and debriefs, and provide feedback and help resolve for "best practices"
• Communicate via phone and email with internal and external clients requiring assistance or information
• Interpret customer needs and utilize software programs to identify possible resolutions
• Follow established procedures to handle inquiries and resolve concerns to ensure client satisfaction
• Handle customer communications within all customer service handling, quality measurement, and department metrics
• Use approved software programs and computer systems to accurately document and track client contacts
• Observe and report customer inquiry trends using appropriate channels
• Perform other duties as assigned

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
• Ability to concentrate and work effectively in a fast-paced, high-volume inquiry environment
• Education and/or work experience necessary to demonstrate required skill level
• Excellent communication skills, both oral and written, with the ability to interact effectively at all levels of the organization
• Experience handling sensitive client information and issues
• High level of computer literacy, including proficiency in accurately interpreting and entering customer information into appropriate software systems and advanced Excel skills
• Multiple years of experience in customer support with an acceptable level of performance or the equivalent through a combination of education and related work experience
• Strong emotional intelligence to manage sensitive client interactions and escalations with empathy and professionalism
• Strong problem-solving and critical thinking skills

Preferred Qualifications

Work Experience:

• Experience supporting Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications and remote control
• Call Center Experience
• Spanish/English bilingual capabilities

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

• 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

• 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.

Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.

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.

Pay Range

$25.10 - $37.64/Hr.