Client Services Social Media Representative, Seasonal

Day to day, you'll...

Provide escalation support to assist both internal and external clients using multiple communication methods, including phone, e-mail, mail, and chat
Monitor multiple regional areas for incoming client issues and inquiries
Respond to all incoming client issues and inquiries within the department’s service level agreement (SLA)
Perform detailed research and analysis on client concerns and inquiries using multiple software applications
Retain detailed documentation regarding client interactions, research, analysis, and resolutions using the Customer Relationship Management (CRM) system
Support tax office associates and management by serving as a liaison between them and other business units
Assist Internal Vendors in responding to all incoming client issues within the department’s SLA
Actively provide support and feedback regarding department policies, processes, and guidelines
Exercise independent decision-making in selecting the best option for resolving client concerns, including determining if gift certificates should be issued

Required Qualifications
Education:

High school diploma or equivalent
Work Experience:

Ability to communicate clearly and maintain composure, using effective customer service techniques with clients who may be under stress
Awareness of H&R Block brand and values
Crisis management abilities and technical proficiency
Emotional intelligence, problem-solving skills, and adaptability
General knowledge of computer navigation and troubleshooting issues with software and/or networking connectivity problems, including prior experience with Microsoft Office tools
Minimum 1-2 years of experience working in a Social Media Customer Care / Social Media Customer Recovery role (examples: TikTok, Instagram, Facebook, Twitter, and YouTube)
Minimum 1 year of experience in a customer service or financial services position, preferably in a large phone center
Must have an outlet for laptop and monitors to be connected to?
Must have a place in your residence that would be suitable for taking phone calls or chats in an area you would consider to be secure?
Must have a smart phone and be willing to install an RSA token (two-factor authentication) as well as Microsoft Teams on it?
Must have a wired internet connection (not?Wi-Fi) with minimum upload and download speeds of 15MBps (Internet Speed Test required)?