Universal Agent

H&R Block

3h•Remote

About The Position

The Universal Agent is a dynamic, cross-functional role focused on delivering exceptional customer experiences across multiple lines of business. This position combines the responsibilities of a Retention Specialist with broader Customer Service capabilities to provide comprehensive support. Universal Agents manage customer interactions across phone, email, and chat channels with professionalism and empathy. They diagnose and resolve moderately complex issues independently, minimizing transfers and ensuring timely solutions. When escalations occur, they handle them effectively to maintain trust and satisfaction. By applying retention strategies, Universal Agents strengthen relationships, reduce churn, and promote loyalty. They also engage in proactive outreach initiatives, including follow-ups and retention campaigns, to enhance customer engagement. Leveraging strong communication, active listening, and problem-solving skills, they consistently deliver accurate and courteous service. Universal Agents utilize contact center tools and adhere to performance standards to ensure operational efficiency and compliance.

Requirements

High school diploma or equivalent
Previous experience in a contact center or customer service role
Excellent verbal and written communication skills are essential
Familiarity with relevant software and systems, such as Microsoft Office
Strong attention to detail to accurately gather and document information
Ability to handle complex situations and resolve issues efficiently
Ability to remain calm and empathetic when dealing with upset clients
Capability to work independently and meet set goals, in a remote work environment

Nice To Haves

Familiarity with Customer Relationship Management (CRM) software
Familiarity with Knowledge Base systems or the use of online repositories

Responsibilities

Deliver cross‑functional support across DIY, Assisted, and Retail lines of business and multiple communication channels (phone, chat, email, social), applying broad product and service knowledge to minimize transfers and ensure seamless client experiences
Independently manage and resolve moderately complex and Tier‑2 escalations, including complaints, product defects, pattern/root‑cause identification, and coordination with support teams as needed
Communicate proactively with clients throughout the case lifecycle, provide status updates, complete follow‑ups related to open issues, and ensure timely case closure
Utilize knowledge base and internal systems to research, resolve, and document client issues accurately
Apply retention strategies to strengthen client relationships, reduce churn, and promote loyalty through solution‑focused conversations and trust‑building behaviors
Conduct outbound proactive outreach, including satisfaction checks, follow‑ups outside active cases, and participation in targeted retention or engagement campaigns
Support team collaboration through training participation, mentoring new associates as needed, contributing to process improvements, and providing feedback to enhance knowledge base content and cross‑functional workflows
Adhere to performance, quality, and compliance standards while effectively utilizing contact‑center systems, tools, and documentation protocols