Seasonal Customer Service Lead - Escalations & Training

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

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.