Seasonal, People Resource Center Representative

Our Company We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block! What you'll do... 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. Day to Day, You'll... 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 Seasonal position: expected duration of at least 6 months What you'll bring to the team... High school diploma or equivalent Ability to communicate clearly and maintain composure, using effective customer service techniques with clients who may be under stress Ability to work independently while also being team-oriented A quiet workspace to support a professional phone case client experience Demonstrated adaptability and capability to work effectively in a fast-paced environment Internet speed of at least 15 Mbps Proven time management skills to effectively adhere to the team's service level agreement (SLA) while simultaneously resolving multiple cases Resolution-focused approach to problem-solving, ensuring efficient and effective solutions to client issues Strong analytical and detail-oriented skills, with the ability to do repetitive tasks and remain focused Verbal and written communication skills, with active listening abilities to understand and address client needs effectively It would be even better if you also had... Experience in a call center environment Experience in a customer service role Experience working with Microsoft Teams Experience working with Salesforce Why work for us Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being. Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com. Equal Opportunity Employer : H&R Block does not tolerate discrimination based on a person’s race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law. 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 $16.06 - $24.09/Hr.