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Administrative Operations Coordinator

2 months ago

San Francisco, California, United States H&R Block Full time

Job Overview:

The role involves delivering administrative assistance within a designated District, focusing on operational and recruitment support, procurement of supplies, and various administrative responsibilities that contribute to the smooth functioning of office operations.


Key Responsibilities:

  • Act as the primary contact for technical assistance for both internal and external clients throughout the organization.
  • Facilitate communication between clients, Technology Services departments, management, support teams, and business units.
  • Employ software tools, knowledge resources, and personal expertise to address and monitor user issues.
  • Ensure complete resolution and accountability for customer inquiries or issues, maintaining a strong emphasis on customer satisfaction.

Daily Tasks Include:

  • Providing seasonal recruitment assistance in the HRB Gateway hiring platform and administrative support to the District Operations Coordinator.
  • Receiving and documenting communications (written, phone, electronic) from offices regarding supply, facility, or support needs, researching solutions, and resolving issues or escalating as necessary.
  • Reviewing and verifying invoices, preparing payments for the District Operations Coordinator's approval.
  • Offering technical support through phone, email, and chat to internal and external clients requiring assistance or information.
  • Possibly accessing office computers remotely to troubleshoot technical problems.
  • Adhering to established protocols for managing inquiries and resolving issues to ensure client satisfaction.
  • Utilizing incident management, escalation, and quality assurance procedures to handle customer communications.
  • Accurately documenting and tracking customer interactions using software solutions.
  • Adapting to evolving user demands, work environments, and procedural changes.
  • Maintaining a technical understanding of the products supported by the department.
  • Participating in training sessions to enhance job performance.
  • Performing additional tasks as assigned by the District Operations Coordinator or in collaboration with the Customer Service Manager and/or Technical Support Supervisor.

Qualifications:

  • High school diploma or equivalent.

Experience:

  • 1-3 years of administrative experience.
  • Background in customer service.
  • Proven decision-making, analytical, and problem-solving abilities.
  • Strong organizational, prioritization, and project management skills.
  • Excellent oral, written, and interpersonal communication skills, with the ability to engage with all levels of staff.
  • Capability to communicate effectively and calmly via phone, email, and chat, employing customer service techniques with individuals who may be under stress.
  • Some familiarity or willingness to learn about Microsoft operating systems, network connectivity, computer peripherals, software applications, and remote support tools.
  • Experience in a Windows environment.