Customer Service – Seasonal

Job Description:

  • Provide advanced client support via phone, email, or chat for external clients needing assistance with DIY online and software tax products
  • Interpret client needs, utilize software solutions, and apply troubleshooting skills to identify practical solutions
  • Use software solutions, knowledge base, and computer systems to resolve and track user incidents
  • Identify potential security issues and escalate them appropriately to business partners
  • Partner with developers and other lines of business
  • Communicate clearly and calmly with clients who may be under stress
  • Use oral, written, and interpersonal communication skills to interact with all levels of associates

Requirements:

  • High school diploma or equivalent
  • Ability to communicate clearly and effectively, both verbally and in writing
  • Ability to handle difficult conversations with empathy and tact, building trust with clients
  • Experience analyzing and identifying root causes of customer dissatisfaction and making informed decisions
  • General computer navigation knowledge
  • Must have an outlet for laptop and monitors to be connected to
  • Must have a secure place in the residence suitable for phone calls or chats
  • Must have a smartphone and be willing to install an RSA token (two-factor authentication) and Microsoft Teams
  • Must have a wired internet connection, not Wi-Fi, with minimum upload and download speeds of 15MBps; internet speed test required
  • Experience in an inbound help desk environment preferred
  • Experience in customer service or financial services, preferably in a large phone center, preferred
  • Prior experience with Microsoft Office, general computer software troubleshooting, and/or networking connectivity problems preferred

Benefits:

  • Shift differential pay for mid, evening, and weekend shifts
  • Additional monthly and end-of-season incentives for exceeding performance standards
  • Medical and prescription drug coverage for qualifying associates and eligible dependents
  • H&R Block Retirement Savings Plan (401(k) Plan)
  • Employee Assistance Program
  • (Virtual) fitness center programs
  • Associate discount program
  • Business Travel Accident Insurance
  • Associate Tax Prep benefit
  • 100% work from home opportunity
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