Operations Support Specialist

21 hours ago

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

About the Role:

H&R Block is seeking a highly skilled and detail-oriented Operations Support Specialist to join our team. As an Operations Support Specialist, you will provide administrative support to our district offices, ensuring seamless operations and exceptional customer service.

Key Responsibilities:

  • Provide seasonal hiring support in our HRB Gateway hiring system and administrative support to the District Operations Coordinator (DOC) to ensure efficient district office operations.
  • Receive and respond to communication from offices regarding supplies, facilities, or support needs, documenting issues, researching solutions, and resolving problems or escalating to DOC, CSM, or DGM as necessary.
  • Review and verify invoices, preparing payment in Coupa for DOC approval.
  • Offer technical support to internal and external customers, communicating via phone, email, and chat to resolve issues and provide information.
  • May remotely access office computers to resolve technical issues.
  • Follow established procedures to handle inquiries and resolve concerns, ensuring customer satisfaction.
  • Handle customer communications using incident handling, escalation, quality measurement procedures, and work instructions.
  • Utilize software solutions and computer systems to accurately document and track customer contacts.
  • Adapt to changes in user demands, work environment, and changes to processes or requirements.
  • Maintain a technical working knowledge of supported products.
  • Attend training related to effective and efficient job performance.
  • Perform other duties as assigned by the District Operations Coordinator or in partnership with the CSM and/or TSC Supervisor.

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.
  • Effective oral, written, and interpersonal communication skills, with the ability to interact with all levels of associates.
  • Ability to communicate clearly and calmly on the telephone, email, and chat, using effective customer service techniques with associates who may be under stress.
  • Some experience or ability to learn supporting Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications, and remote tools.
  • Experience working with Windows Environment.

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