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Lead Customer Service

Lead Customer Service 

**What you’ll do…** **:**


H&R Block, the world’s leader in tax preparation services, is looking for a **Call Center Team Lead Social Media Seasonal.** We offer shift differential pay for mid, evening and weekend shifts.

Associates are eligible for additional monthly and end of season incentives by exceeding performance standards. Details of both incentives to be provided during onboarding.

**About H&R Block**

People are often surprised when they begin working here. Maybe it’s because the company founded by two brothers in 1955 still has the feeling of a family, or it could be our highambition associates who believe in our purpose and core values. Our company is forward thinking and innovative. Our leadership is accessible. Our associates are welcoming and bring unique and diverse perspectives. We believe we are better together!

We help our clients and inspire confidence in their lives so they can do more for their families and communities…but the work we do here is so much more. We are curious, creative and determined to be the best we can be. Now that is something to feel great about!

**Day to Day you’ll …**

  • Monitor and address client concerns that arrive via Google Play and IOS App Store reviews
  • Escalate client issues to other internal teams when necessary
  • Actively seek out and share information on external bestinclass social media customer service practices
  • Provide insights to Leadership and Marketing into trends with client issues
  • Actively participate in routine 1on1 coaching sessions that focus on performance
  • Monitor and alert Leadership of brand risk posts
  • Apply detailed research of agent knowledgebase to deepen understanding of multiple lineofbusiness products, processes, and tools
  • Handle additional tasks as business needs require

**Job ID:**



Home Office MO





**About H&R Block…** **:**

H&R Block’s purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We’ve been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we’ve grown to have approximately 12,000 offices throughout the United States and around the world.

We are a people company first and a tax company second. People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it’s how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it’s all those things, and much more.

H&R Block is committed to diversity and inclusion and is proud to be an equal opportunity employer. We consider qualified applicants regardless of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. All qualified applicants are welcomed and encouraged to apply.

**Employee Type:**

Seasonal Corporate

**What you’ll bring to the team…** **:**

  • High school diploma or equivalent.
  • Three to five years experience in an inbound call center help desk environment.
  • Two years experience supporting Microsoft operating systems, networking connectivity, computer peripheral equipment and software applications.
  • Ability to work under general supervision and rely on experience and judgment to plan and accomplish goals.
  • Ability to communicate clearly and calmly on the telephone, email and chat and to use effective customer service techniques with clients who may be under stress.
  • Effectively demonstrate oral, written, and interpersonal communication skills. Ability to interact with all levels of associates.
  • Prefer leadership experience.

**Work Experience:**

  • Experience in customer service or financial services position preferred, preferably in a large phone center
  • Experience in an inbound help desk environment preferred
  • General computer navigation knowledge
  • Prior experience with Microsoft Office, general computer software troubleshooting, and/or networking connectivity problems

**WorkfromHome Requirements:**

  • Must have a place in your residence that would be suitable for taking phone calls or chats in an area you would consider to be secure
  • Must have an outlet for laptop and monitors to be connected to
  • Need to be able to have a wired internet connection (not WiFi) at home with minimum upload and download speeds of 15MBps (Internet Speed Test required)
  • Must have a smart phone and be willing to install an RSA token as well as Microsoft Teams on it

**Posting Title:**

Lead Customer Service Representative S

**Sponsored Job:**


**Job Family:**

Engineering & Ops

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