Note: The job is a remote job and is open to candidates in USA. H&R Block is a leader in tax preparation and financial services, dedicated to helping clients and communities. They are seeking a Seasonal People Resource Center Representative to provide exceptional client service through various communication channels, addressing HR-related inquiries and ensuring accurate resolutions.

Responsibilities

• Act as the primary contact for HR-related inbound cases, representing Payroll, Tax Training, Benefits, and Compensation by supporting related case questions and inquiries
• Communicate via various channels, interpret client needs, and use software to find resolutions
• Deliver outstanding customer service to all stakeholders by actively listening, providing accurate information, and resolving inquiries promptly and professionally
• Use problem-solving skills to effectively address and resolve associate inquiries, including situation analysis, action identification, and appropriate guidance or escalation
• Collaborate with team members and leaders for seamless service delivery, exceeding client case resolution expectations
• Use tools and resources to ensure data accuracy and reasonableness, resolve cases within service level agreement (SLA), and confirm all data sources have been used in case resolution
• Proactively identify trends that may lead to a high volume of cases and partner with leadership for resolution
• Work with management on casework and daily workload management
• Participate in on-camera 1:1 and weekly team meetings
• Perform other duties as assigned

Skills

• High school diploma or equivalent
• Ability to communicate clearly and maintain composure, using effective customer service techniques with clients who may be under stress
• Ability to work independently while also being team-oriented
• A quiet workspace to support a professional phone case client experience
• Demonstrated adaptability and capability to work effectively in a fast-paced environment
• Internet speed of at least 15 Mbps
• Proven time management skills to effectively adhere to the team's service level agreement (SLA) while simultaneously resolving multiple cases
• Resolution-focused approach to problem-solving, ensuring efficient and effective solutions to client issues
• Strong analytical and detail-oriented skills, with the ability to do repetitive tasks and remain focused
• Verbal and written communication skills, with active listening abilities to understand and address client needs effectively
• Experience in a call center environment
• Experience in a customer service role
• Experience working with Microsoft Teams
• Experience working with Salesforce

Benefits

• Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.
• Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage
• Can participate in the H&R Block Retirement Savings Plan (401(k) Plan)
• The Employee Assistance Program
• (virtual) fitness center programs
• The associate discount program
• Are automatically enrolled in Business Travel Accident Insurance
• Receive Associate Tax Prep benefit

Company Overview