Customer Service Lead - Retail

Lead Customer Service Associate

As a Lead Customer Service Associate, you will assist the manager with day-to-day team operations and functions. You will work on projects to identify and correct customer service issues, collaborating with the manager, Field Sourcing Logistics and Deployment, PeopleSoft IT support, and associates. You will handle sensitive client issues and escalations, serve as a liaison between clients and Client Services Center supporting groups and vendors, and use software tools to resolve and track client issues. Additionally, you will participate in cross-functional projects to address system and vendor-related problems.

Day to day, you'll...

• Assist in the supervision and direction of customer service associates to meet daily, weekly, and monthly service goals
• Handle escalated calls from clients with sensitive and escalated issues using professionalism and excellent customer service skills to arrive at a prompt and accurate resolution; assist associates with field customer questions, both in-person and virtual (email/chat) that cannot be resolved by front line associates
• Function as a resource in providing new hire training, up training, and re-training for new and existing associates
• Work closely with Field Sourcing on sourcing programs, deployment and support
• Work with Field Sourcing and IT on ePro item maintenance
• At the request of the manager, assist with team meetings
• Perform queue management workflow duties relating to Clarify; ensure that incoming and follow-up interactions are handled properly and are accurately input into the tracking system
• Evaluate quality monitoring, summarize results and report to manager for feedback sessions with associates
• Attend weekly vendor and Program Manager touchpoint meetings and debriefs of programs rolled out to the field and provide feedback and help resolve for "best practices"
• Communicate via phone, email, and chat with internal and external clients requiring assistance or information; interpret customer needs and utilize software programs to identify possible resolutions
• Follow established procedures to handle inquiries and resolve concerns to ensure client satisfaction; handle customer communications within all customer service handling, quality measurement, and department metrics
• Use approved software programs and computer systems to accurately document and track client contacts
• Observe and report customer inquiry trends using appropriate channels
• Perform other duties as assigned

Work Environment: Normal office environment

Special Physical Requirements: NA

Travel: Negligible

What you'll bring to the team...

Education:

High school diploma or equivalent

Work Experience:

Ability to communicate clearly and calmly on the telephone, email, and chat and use effective customer service techniques with associates who may be under stress

Ability to concentrate and work in a fast-paced, high call volume environment

Ability to determine issues and causes of client issues and effectively troubleshoot these issues

Demonstrated Ability to navigate Windows-based software applications and troubleshoot PC issues

Demonstrated Expertise with call center tools such as Clarify, KANA, and Calabrio

High level of integrity and ability to maintain strict confidentiality of information handled

5 years minimum related work experience

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

Work Experience:

Spanish Bi-lingual skills

Effective oral, written, and interpersonal communication skills, to all levels, from senior management to line/staff associates

Experience Supporting Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications, and remote control

Why work for us

Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You'll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being. Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com. Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person's race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.

Pay Range Information

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. 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, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

Pay Range

$25.10 - $37.64/Hr.