WSI/H&R Block-Digital Tax Support – Tier One

Essential Duties And Responsiblities Include But Are Not Limited To The Following
Handle internal and external customer inquiries and concerns supportingH&R Block’s proprietary software Tax Cut via phone and email. Serve as liaison between clients and management, support groups and the business unit. Use Contact Center software programs and computer systems to resolve and track client issues. Closely adhere to a call-handling schedule. Participate inoutbound calling projects as needed.

Specific Skill Requirements
1. Communicate via phone, email and chat with internal and external clients requiring assistance or information. Interpret clients’ needs and utilize Contact Center software programs to identify possible resolutions.
2. Follow established procedures to handle inquiries and resolve concernsto ensure client satisfaction. Handle client communications within all call handling, quality measurement and Contact Center metrics.
3. Use Contact Center software programs and computer systems to accurately document and track client contacts.
4. Observe and report call trends when noted.
5. Participate in outbound calling campaigns as needed.
6. Perform other duties as assigned.

Minimum Requirements
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 andchat 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 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
High school diploma or G.E.D.
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: http://www.wsijobskc.com/