Our Company We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block! What you'll do... As a seasonal Customer Service Lead, you will assist the manager with the daily operations and functions of the team. You will take charge of special projects aimed at identifying and resolving customer service issues. You will collaborate closely with the manager and associates to address and correct recurring customer service, system, and other challenges. You will efficiently manage and resolve sensitive client issues and escalations, handling them across multiple skill sets. You will serve as a key liaison between field customers and CSC field support groups and vendors. You will utilize various software programs, tools, and computer systems to resolve and track client issues. Additionally, you will participate in cross-functional special projects to address system and vendor-related issues affecting the field. 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 • Function as a resource in providing new hire training, up-training, and re-training for new and existing associates • Partner with hiring managers to support the interview process by participating in candidate evaluations and providing feedback for new hire associate roles• Perform queue management workflow duties• 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 meetings and debriefs, 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 What you'll bring to the team... Education: + High school diploma or equivalent Work Experience: + 5 years minimum related work experience 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 (https://www.blockbenefits.com/public/welcome) . 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.