Job Description
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...
H&R Block, the world’s leader in tax preparation services, is looking for a seasonal Client Services Social Media Representative to be the friendly voice our clients trust. In this role, you will engage with clients through chat, email, phone, and social media, while mastering our products and processes. You will help monitor client feedback and collaborate with internal teams to resolve issues. You’ll also share insights on client trends and social media best practices. With regular coaching for your growth, you'll play a vital role in ensuring a seamless H&R Block experience.
This is a remote position with offered shift differential pay for weekend shifts.
Day to day, you'll...
- Respond to various client issues through personable and engaging interactions across multiple communication channels (chat, email, and phone) and on multiple H&R Block social media pages (Facebook, Twitter, Instagram)
- Apply detailed research of agent knowledgebase to deepen understanding of multiple line-of-business products, processes, and tools
- Monitor and address client concerns that arrive via Google Play and IOS App Store reviews
- Escalate client issues to other internal teams when necessary
- Actively seek out and share information on external best-in-class social media customer service practices
- Provide insights to leadership and marketing into trends with client issues
- Actively participate in routine 1-on-1 coaching sessions that focus on performance
- Monitor and alert leadership of brand risk posts
- Handle additional tasks as business needs require
What you'll bring to the team...
Education:
- High school diploma or equivalent
Work Experience:
- 1 year minimum related work experience
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
- Crisis management abilities and technical proficiency
- Demonstrated analytical and problem solving skills
- Experience using Microsoft Office tools
- General knowledge of computer navigation and troubleshooting issues with software and/or networking connectivity problems
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
$18.41 - $27.64/Hr.
