Job Description
People Resource Representative – Seasonal – Remote
Location: Remote, MO, United States
C: 2.45
What you’ll do…
Provide exceptional client service primarily through phone, email, and chat communication to inbound callers. This will include receiving and resolving a comprehensive variety of HR and tax training support requests and inquiries, as well as researching and resolving escalated cases. This will include being responsible for the timely and accurate resolution of employee care cases and other HR systems transactions. People Resource representatives (PRC) utilize various data sources to properly analyze a problem, determine the best method to resolve, document the situation, and present a detailed explanation to the associate.
Day to Day You’ll…
- Use internal computer systems to maintain tax professional training and certification records.
- Conduct research to ensure the accuracy and reasonableness of data and resolve cases accurately and within SLA.
- Validate that all appropriate data sources have been utilized in the resolution of each case.
- Adhere to compliance policies when resolving client issues.
- Act as a contact for incoming and escalated cases coming from Payroll, Tax Operations, Benefits, and Timekeeping departments to associates at World Headquarters and in the field.
- Identify issues that may cause a large number of cases to be opened and determine preventative measures to help alleviate core issues.
- Determine possible long-term solutions for each associate concern.
- Make recommendation to management on how best to reduce the number of cases in the future.
- Process requests to set up or adjust Tax Training School classes.
- Use internal computer systems to maintain tax professional training and certification records.
- Facilitate compliance with federal and state licensing and registration requirements.
- Communicate via phone, mail, and email.
- Interpret clients’ needs and utilize software programs to identify possible resolutions for issues.
- Follow established procedures to resolve issues regarding Tax Training School courses.
- H&R Block is a camera on culture. On-Camera during 1:1, weekly team meetings and as requested.
- Other duties as assigned.
What you’ll bring to the team…
Education:
- High school diploma or equivalent.
Work Experience:
- Ability to work independently.
- Analytical and detail oriented.
- Ability to do repetitive tasks and remain focused.
- Ability to work in a fast-paced, team environment.
- Good verbal and written communication skills required.
- Ability to communicate clearly and calmly on the telephone and to use effective customer service techniques with clients who may be under stress.
- Ability to effectively work under strict deadlines while simultaneously organizing multiple projects.
- Ability to maintain composure under stressful situations.
- Experience with Windows operating system.
- Internet Speed of at least 15 MPBS – Required for 100% remote work