Job Description:

JOB SUMMARY

A People Resource Center Representative (PRC) is expected to provide exceptional client service. This is primarily achieved through phone, email, and chat communication with inbound callers. Their responsibilities encompass receiving, resolving, and documenting a comprehensive variety of Human Resources (HR) and training support requests. They are also tasked with researching and resolving escalated cases. This includes the timely and accurate resolution of associate care cases and other HR systems transactions. A PRC Representative utilizes various data sources to properly analyze a problem, determine the best method for its resolution, document the situation, and present a detailed explanation to the associate.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Act as the primary contact for HR-related inbound cases, representing Payroll, Tax Training, Benefits, and Compensation by supporting related case questions and inquiries.
• Communicate via various channels, interpret client needs, and use software to find resolutions.
• Deliver outstanding customer service to all stakeholders by actively listening, providing accurate information, and resolving inquiries promptly and professionally.
• Use problem-solving skills to effectively address and resolve associate inquiries, including situation analysis, action identification, and appropriate guidance or escalation.
• Collaborate with team members and leaders for seamless service delivery, exceeding client case resolution expectations.
• Use tools and resources to ensure data accuracy and reasonableness, resolve cases within service level agreement (SLA), and confirm all data sources have been used in case resolution.
• Proactively identify trends that may lead to a high volume of cases and partner with leadership for resolution.
• Work with management on casework and daily workload management.
• Participate in on-camera 1:1 and weekly team meetings.
• Perform other duties as assigned.

About H&R Block...

H&R Block’s purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We’ve been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we’ve grown to have approximately 12,000 offices throughout the United States and around the world.

We are a people company first and a tax company second. People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it’s how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it’s all those things, and much more.

H&R Block is committed to diversity and inclusion and is proud to be an equal opportunity employer. We consider qualified applicants regardless of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. All qualified applicants are welcomed and encouraged to apply.

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

• Experience working with Microsoft Teams
• Experience working with Salesforce
• Experience in a call center environment
• Experience in a customer service role

What you'll bring to the team...Minimum Requirements: 

• High school diploma or equivalent
• 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 skill
• Ability to communicate clearly and maintain composure, using effective customer service techniques with clients who may be under stress
• Ability to effectively adhere to the team's SLA while simultaneously resolving multiple case
• Maintain a quiet workspace to support phone case client experience
• Internet Speed of at least 15 MPBS – Required

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