People Resource Center Representative - Seasonal

H&R Block

3h • $16 - $24

About The Position

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.

Requirements

• 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

Nice To Haves

• Experience in a call center environment
• Experience in a customer service role
• Experience working with Microsoft Teams
• Experience working with Salesforce

Responsibilities

• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED