78 applicants

Company

H&R Block · 8 hours ago

Sr Customer Service – S

Remote Colorado

Full-time

Remote

Mid, Senior Level

3+ years exp

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Responsibilities

Provide exceptional customer service primarily through phone, email, and chat communication to inbound clients and customers.

This will include receiving and resolving a comprehensive variety of customer requests, and inquiries and researching and resolving escalated issues and 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, Financial Product 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.

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.

Partner with management to report recurring or significant problems or issues with any products or services supported as encountered through contacts.

Participate in outbound calling campaigns as needed.

Other duties as assigned.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Contact Center SoftwareFinancial ServicesBilingual in SpanishTyping (35 WPM)Microsoft WordMicrosoft ExcelIndustry Licensing

Required

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

Bachelor’s Degree in Business, Finance or related field

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

Bilingual in Spanish

Company

H&R Block

Glassdoor

3.8

H&R Block is a tax solutions provider that offers tax returns, filings, and advisory services for individuals and businesses. It is a sub-organization of Ameriprise Financial.

Founded in 1955

Kansas City, Missouri, USA

10001+ employees