Remote Seasonal Lead — Customer Service

H&R Block; United States; Remote; USD 34.000 - 52.000; Vollzeit

Zusammenfassung

H&R Block in Missouri is seeking a Seasonal Lead Customer Service Associate to support daily operations, resolve escalated client issues, and oversee onboarding for new staff. You will coordinate with Field Sourcing Logistics, IT, and vendors to improve service quality and address system challenges.

You will supervise teams, manage queues, and input client data into tracking systems while collaborating with cross‑functional partners to implement best practices and drive customer satisfaction.

Qualifikationen

• Strong verbal and written communication skills.
• Ability to stay composed and professional with stressed clients.
• Experience in fast‑paced, high-volume inquiries.
• Proficiency entering and managing data in software systems.
• Solid Excel skills and data handling capability.
• Experience in customer support and issue resolution.
• Ability to interact at all levels of the organization.

Aufgaben

• Supervise and direct customer service associates to hit service goals.
• Handle escalated calls with professionalism and prompt resolution.
• Provide new hire training and ongoing up-training for staff.
• Collaborate with Field Sourcing Logistics Deployment and IT.
• Maintain and update ePro item data as requested.
• Perform queue management and document client interactions.
• Monitor quality and report findings to the manager.
• Attend vendor and program manager meetings and share best practices.
• Communicate with clients via phone, email and chat as needed.
• Identify customer needs and propose resolutions using software tools.
• Follow procedures to ensure client satisfaction and accurate records.
• Observe trends and report insights; perform other duties as assigned.

Kenntnisse

Communication skills

Calm under pressure

Fast-paced work

Excel proficiency

Empathy

Problem solving

Multitasking

Customer service

Bilingual Spanish/English

Ausbildung

High school diploma or equivalent

Jobbeschreibung

H&R Block in Missouri is seeking a Seasonal Lead Customer Service Associate to support daily operations, resolve escalated client issues, and oversee onboarding for new staff. You will coordinate with Field Sourcing Logistics, IT, and vendors to improve service quality and address system challenges.

You will supervise teams, manage queues, and input client data into tracking systems while collaborating with cross‑functional partners to implement best practices and drive customer satisfaction.