Full-Time Sr. Customer Service – Bilingual – Job ID: 2011-5345
Job Description
Job Description:
Looking for a place where your hard work can be FUN and APPRECIATED? Come join H&R Block! This is your chance to join our organization and become part of a known and respected brand. H&R Block is America’s 6th largest retail organization. Due to our exciting plans for the future, we have several career opportunities available.
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 and inquiries. 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-handling schedule. Participate in outbound calling projects as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES
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Communicate via phone, email and chat with internal and external clients requiring assistance or information. Customer inquiries handled are complex. Interpret clients’ needs and utilize Contact Center software programs to identify possible resolutions.
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Follow established procedures to handle inquiries and resolve concerns to ensure client satisfaction. Handle client communications within all call handling, quality measurement and Contact Center metrics. Requires problem solving when established procedure does not fully address inquiry.
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Use Contact Center software programs and computer systems to accurately document and track client contacts.
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Document and communicate to management any recurring or significant problems or issues with any products or services supported as encountered through contacts.
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Provide up training and mentoring to other customer service associates.
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Participate in outbound calling campaigns as needed.
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Other duties as assigned.
QUALIFICATIONS
Minimum Requirements
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Education and/or work experience necessary to demonstrate necessary skill level.
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Must possess excellent verbal and written communication skills.
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Minimum of 3 years related experience.
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Ability to perform under stress in a fast-paced phone center environment.
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Detail oriented.
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Demonstrate excellent computer skills, especially proficient with Microsoft Word and Excel.
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Ability to type at least 35 words per minute
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In certain departments, industry licensing is required.
Preferred Requirements
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Bachelor’s Degree in Business, Finance or related field
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Ability to type at least 35 words per minute.
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Experience in customer service or financial services position strongly preferred, preferably in a large phone center
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Bilingual in Spanish
H&R Block is a progressive company dedicated to helping our clients achieve their financial objectives by serving as their tax and financial partner. If you meet the above requirements and would like to explore a career with H&R Block, please log onto our career website at www.hrblock.com and submit your resume and profile.
H&R Block is an Equal Opportunity Employer.
