People Resource Center Representative

H&R Block•Kansas City, MO

4d•Hybrid

About The Position

The People Resource Center Representative (PRC) is a full-time hybrid role providing client service and in-office operational support. The representative responds to clients by phone, email, chat, and mail; handles and documents Human Resources and tax training support requests; and researches complex or escalated cases. The role is responsible for timely, accurate resolution of associate care cases and HR systems transactions, using multiple data sources to analyze issues, identify appropriate resolutions, and explain actions clearly to associates. The representative partners with leadership and colleagues to support training, peer mentoring, team projects, and communication across clients, management, support groups, and business units. The position requires working in the office at least two days per week, with remote work on other scheduled days based on business needs. Additional in-office attendance may be required as business needs dictate.

Requirements

High school diploma or equivalent.
At least two years of related work experience.
Ability to work a full-time hybrid schedule and report to the office at least two days per week.
Ability to work independently with accuracy, thoroughness, and professionalism.
Strong analytical, critical-thinking, and problem-solving skills, including the ability to evaluate alternative solutions.
Ability to apply mathematical operations and critically analyze reports.
Ability to manage multiple tasks and projects in a fast-paced environment while meeting strict deadlines.
Excellent verbal, written, interpersonal, and client service skills, including the ability to communicate clearly and calmly with clients who may be under stress.
Ability to interact effectively with all company levels and collaborate across diverse, cross-functional teams.
Proficiency with Windows-based systems and ability to maintain focus during detailed or repetitive work.
Reliable home internet service with a minimum speed of 15 Mbps for scheduled remote work.

Nice To Haves

Associate degree in business or a related field, or an equivalent combination of education and experience.
Experience with Workday, Human Resources Management Systems, iCIMS applicant tracking and onboarding, Dimensions, or similar payroll-related systems.
Ability to type at least 43 words per minute.
Workday or other HRIS experience.

Responsibilities

Answer inbound phone calls and manage cases involving Payroll, Tax Training, Benefits, Timekeeping, and related Human Resources needs.
Research and resolve complex or escalated cases accurately and within established service level agreements, partnering with subject matter experts when needed.
Communicate with clients by phone, email, chat, and mail; interpret client needs and use available systems and resources to identify appropriate resolutions.
Provide professional, prompt client service by listening actively, supplying accurate information, and resolving inquiries.
Analyze client situations, determine appropriate actions, provide guidance, and escalate issues when established procedures do not fully address an inquiry.
Use tools and data sources to verify accuracy and reasonableness, confirm relevant information has been reviewed, and document complete case resolutions.
Process in-office mailings and other direct mail received at the corporate office.
Process requests to create or adjust Tax Training School classes and maintain tax professional training and certification records in internal systems.
Support compliance with federal and state licensing and registration requirements.
Identify trends or recurring issues that may generate high case volume and recommend preventive or long-term solutions to leadership.
Collaborate with team members, leaders, and cross-functional partners to support service delivery and manage workload and development priorities.
Provide up-training and peer coaching to other PRC representatives.
Participate in outbound calling campaigns, internal projects, and other assigned work.
Follow call, case-handling, case-processing, scheduling, and compliance expectations.
Participate on camera in one-on-one meetings and weekly team meetings.
Work in the office at least two days per week and attend more often when business needs require.