H&R Block PRC Representative

2 weeks ago

Colorado Springs, Colorado, United States H&R Block Full time

About the Role

We are seeking a highly skilled and customer-focused PRC Representative to join our team at H&R Block. As a PRC Representative, you will be the primary point of contact for HR-related inbound cases, providing exceptional client service and support to our clients.

Key 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.

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 cases
  • Maintain a quiet workspace to support phone case client experience
  • Internet Speed of at least 15 MPBS – Required

Preferred Qualifications

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

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.

Pay Range Minimum

15.87

Pay Range Maximum

24.04

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