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H&R Block Sr Customer Service in KANSAS CITY, Missouri

428442BR

Title:

Sr Customer Service

What you'll do... :

JOB SUMMARY

Provide exceptional customer service primarily through phone, email, and chat communication to inbound callers and customers. This will include receiving and resolving a comprehensive variety of customer requests, inquiries, as well as researching and resolving escalated cases. Handle complex internal and external customer inquiries and concerns via phone, email, and chat. Provide up training and mentoring to other customer service associates. Serve as liaison between clients and management, support groups, and the business unit. Use Contact Center software programs and computer systems to resolve and track client issues. Closely adhere to a call/case handling schedule. Participate in outbound calling projects as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Interpret clients’ needs and utilize Contact Center software programs to identify possible resolutions

  • Requires problem-solving when the established procedure does not fully address inquiry

  • Use Contact Center software programs and computer systems to accurately document and track client contacts

  • Research and resolve escalated cases accurately and within SLA

  • Adhere to compliance policies when resolving client issues

  • Document and communicate to management any recurring or significant problems or issues with any products or services supported as encountered through contacts

  • Provide up training and mentoring to other customer service associates

  • Participate in outbound calling campaigns as needed

  • Other duties as assigned

QUALIFICATIONS

Minimum Requirements

  • Education and/or work experience necessary to demonstrate necessary skill level

  • Must possess excellent verbal and written communication skills

  • Minimum of 3 years related experience

  • Ability to perform under stress in a fast-paced phone center environment

  • Detail-oriented

  • Demonstrate excellent computer skills, especially proficient with Microsoft Word and Excel

  • Ability to type at least 35 words per minute

  • In certain departments, industry licensing is required

Preferred Requirements

  • Bachelor’s Degree in Business, Finance or related field

  • Ability to type at least 35 words per minute

  • Experience in customer service or financial services position strongly preferred, preferably in a large phone center

  • Bilingual in Spanish

Job ID:

428442BR

Address1:

ONE H&R BLOCK WAY

City:

KANSAS CITY

State:

Missouri

About H&R Block... :

We’re here to live our purpose—to provide help and inspire confidence in our clients and communities everywhere. We take our work personally, because we know what it represents: Families and homes. Livelihoods and lives.

We’ve been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we’ve grown to approximately 12,000 tax offices throughout the United States and around the world. When you join our team, you’ll add to the momentum of a forward-thinking company—one that defined an industry and is now leading its transformation.

Employee Type:

Regular

It would be even better if you also had... :

  • Spanish Bi-lingual skills

  • Call center experience

  • Ability to type at least 35 words per minute.

  • Experience in Financial Services

What you'll bring to the team... :

Education:

  • High school diploma or equivalent

Work Experience:

  • In certain departments, industry licensing is required.

  • Advanced MS Outlook, Word, Excel and Powerpoint

  • Ability to perform under stress in a fast-paced phone center environment.

  • Excellent Oral, written and interpersonal communication skills

  • 3 years Minimum related work experience

Posting Title:

Sr Customer Service

Sponsored Job:

#hrbjob #LI-DM1

Job Family:

OCOE

WOTC Eligibility Check:

Yes

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