Sr Customer Service

Provide exceptional client service primarily through phone, email, and chat communication to inbound callers. This will include receiving and resolving a comprehensive variety of H&R Block client Retail services, HR and tax training support requests and inquiries, as well as researching and resolving escalated cases. Handle complex internal customer inquiries and concerns via phone, email, and chat, partnering with SME's and Tier 3 to resolve inquires. Sr Customer Service - Retail/Financial Service Hotline rep utilize various data sources to properly analyze a problem, determine the best method to resolve, document the situation, and present a detailed explanation to the associate. Provide up training and mentoring to other customer service associates. Serve as liaison between clients and management, support groups, and the business unit. Closely adhere to a call/case handling and case processing schedule. Participate additional team projects and tasks, as needed.

Day to Day... You'll...
• Interpret clients' needs and utilize HRIS and CRM software programs to identify possible resolution
• Require critical thinking and problem-solving partnering with SME's and Tier 3 to research and resolve inquires when the established procedure does not fully address inquiry
• Research and resolve escalated cases accurately and within SLA
• Act as a contact for escalated cases coming from Payroll, Tax Operations, Benefits, and Timekeeping departments to associates at World Headquarters and in the field
• Use HRIS and CRM software programs and computer systems to accurately document and track client contacts
• 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
• Follow established procedures to resolve escalated issues regarding Tax Training School courses
• Use internal computer systems to maintain tax professional training and certification records. Facilitate compliance with federal and state licensing and registration requirements.
• Provide up training and mentoring to other People Resource Center representatives
• Participate in outbound calling campaigns or internal team projects, as needed
• HRB is a On-Camera org for 1:1's, weekly team meetings and as requested
• Other duties as assigned

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