Seasonal Customer Service Lead — Escalations & Training

H&R Block, Inc.; Missouri; On-site; USD 35,000 - 52,000; Part time

Job summary

H&R Block, a leading tax services firm, is seeking a seasonal Customer Service Lead to support daily operations, resolve complex client issues, and lead special projects across service areas. You will train new hires, participate in interviews, and drive queue management while ensuring accurate data entry and timely customer resolutions.

The role emphasizes strong communication, problem-solving, and the ability to manage sensitive information in a fast-paced environment, with opportunities to

Qualifications

• High school diploma or equivalent.
• 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.

Responsibilities

• Supervise 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.

Skills

Customer service

Communication skills

Emotional intelligence

Problem-solving

Critical thinking

Excel

High-volume environment

Spanish/English bilingual

Education

High school diploma

Tools

Microsoft operating systems

Networking connectivity

Remote control software

Job description

H&R Block, a leading tax services firm, is seeking a seasonal Customer Service Lead to support daily operations, resolve complex client issues, and lead special projects across service areas. You will train new hires, participate in interviews, and drive queue management while ensuring accurate data entry and timely customer resolutions.

The role emphasizes strong communication, problem-solving, and the ability to manage sensitive information in a fast-paced environment, with opportunities to