Operations Coordinator

1 week ago

Bonita, California, United States H&R Block Full time

Job Summary

As an Operations Administrative Assistant at H&R Block, you will provide administrative support within a district or districts, focusing on operational and hiring support, ordering supplies, and general administrative duties. You will serve as a single point of contact for technical support, utilizing software solutions and knowledge base to resolve and track user incidents. Your responsibilities will include end-to-end resolution and ownership of customer requests or concerns, closely monitoring requests, communicating with customers, and delivering solutions with a sense of urgency.

Key Responsibilities

Provides seasonal hiring support in the HRB Gateway hiring system and administrative support to the District Operations Coordinator (DOC) supporting the overall district(s) offices.

Receives communication from offices who have a concern or a need around supplies, facilities, or support, documents the nature of the problem, researches solutions, and resolves issues or escalates to DOC, CSM, or DGM as needed.

Reviews and verifies invoices and prepares payment in Coupa for the DOC's approval.

Provides technical support by communicating via phone, email, and chat with internal and external customers requiring assistance or information, interpreting customers' needs, and utilizing software solutions and personal knowledge and troubleshooting skills to identify possible resolutions.

May remote into office computers to resolve technical issues.

Follows established procedures to handle inquiries and resolve concerns to ensure customer satisfaction.

Handles customer communications using incident handling, escalation, quality measurement procedures, and work instructions.

Uses software solutions and computer systems to accurately document and track customer contacts.

Adapts to changes in user demands, work environment, and changes to processes or requirements.

Maintains a technical working knowledge of product or products supported by the department.

Attends training related to the effective and efficient performance of job duties.

Requirements

High school diploma or equivalent

1-3 years of administrative experience

Customer service experience

Demonstrated decision-making, analytical, and problem-solving skills

Demonstrated organization, prioritization, and project coordination skills

Effectively demonstrates oral, written, and interpersonal communication skills, ability to interact with all levels of associates

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

Some experience or ability to learn to support Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications, and remote tools

Experience working with Windows Environment

About H&R Block

H&R Block's purpose is 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.

What You'll Bring to the Team

High school diploma or equivalent

1-3 years of administrative experience

Customer service experience

Demonstrated decision-making, analytical, and problem-solving skills

Demonstrated organization, prioritization, and project coordination skills

Effectively demonstrates oral, written, and interpersonal communication skills, ability to interact with all levels of associates

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

Some experience or ability to learn to support Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications, and remote tools

Experience working with Windows Environment

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.

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