WSI/ H&R Block-Customer Service Representative - Bilingual

Essential Duties And Responsiblities Include But Are Not Limited To The Following
As a Customer Service Representative you will handle inbound calls from new and existing customers regarding H&R Block’s products and services,such as the Emerald Card and Retirement Accounts. Customer Service Representatives are also cross trained to handle incoming calls from the general public regarding enrollment into H&R Block’s Tax Training School andmust meet company sales objectives.

Specific Skill Requirements
Handling inquiries, keeping records of customer interactions and transactions,recording details of inquiries, complaints, and comments, as well as actions taken are also part of the daily job duties/responsibilities. Resolve customers’ service or billing complaints by performing activities such as refunding money and adjusting bills. Check to ensure that appropriate changes were made to resolve customer problems. Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.Refer unresolved customer grievances to designated departments for further investigation. Determine charges for services requested, collect deposits or payments, or arrange for billing. Utilizes a computer to input and retrievedata, complete contract forms, prepare change of address records, and issueservice discontinuance orders.

Minimum Requirements
Fluent in both English and Spanish
High school diploma or G.E.D.
Customer service experience or the equivalent through a combination of education and related work experience.
Ability to communicate clearly and calmly on the telephone, email and chat and to use effective customer service techniques with clients who may be under stress.
Effectively demonstrate oral, written and interpersonal communication skills. Ability to interact with all levels of associates.
Demonstrated ability to navigate Windows-based software applications.
Accurately interpret and enter client information into appropriate computer software.
Ability to concentrate and work effectively in a fast-paced, high call volume environment.

Preferred Experience and Skills
One or more years experience in a customer service position.
One or more years experience in an in-bound call center environment.
Ability to determine issues/causes of technical problems and to effectively troubleshoot these issues.
Knowledge of and experience in support of Microsoft operating systems,networking, connectivity, computer/peripheral equipment and software applications.
Tax Office or Tax Training School experience.
Spanish/English bilingual capabilities.

Department Contact Center
Reports to Supervisor-Contact Center Operations
Salary Competitive Compensation and Incentives
Job Location 4400 Blue Parkway, Kansas City, MO 64130
Type of Employment Seasonal Positions — Permanent Placement Opportunity
Shift Must be flexible. Shifts available to include days, evenings, weekends and some holidays.
Hours per Week 40 hours (mandatory overtime will be required, based on the needs of the business)
Dress Attire Casual

Application Send Resume to custservice@wsiemail.com in partnership with Putting Talent to Work
Email resume to: custservice@wsiemail.com
Or apply online at: www.wsijobskc.com