H&R Block

About H&R Block

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Job Category:

Sales

Country:

United States

Postal Code:

64101

Approximate Salary:

Not Specified

Franchise Support Specialist

H&R Block - Kansas City, Missouri

Posted: 12/9/2018

JOB SUMMARY

This position provides support to the centralized franchise support team. Responsibilities will address a wide range of operational, logistical and client service issues.  Individuals in this role will need to develop strong knowledge of systems, processes, policy and procedure that impact day-to-day operations and preparation for client service.  This individual will provide assistance with escalated issues and follow-up as needed to provide solutions to franchisee questions. The Franchise Support Specialist will report to the Franchise Support Lead.

JOB DUTIES

  • Assist with providing end to end issue resolution for franchisees’ operational and logistical issues/questions
    • Includes, but is not limited to, assistance with client service issues, technical or procedural questions/issues, conducting basic application training, coaching on systems navigation, answering “How-to” questions, etc.
  • Support assigned compliance activities to include tracking compliance with directives, coordinating follow-up with non-compliant franchisees, and escalating through the designated chain of command, as appropriate.
  • Gather information from various support groups necessary to follow-up on unresolved issues. Gather information via written communication and interacting personally with the appropriate individuals.
  • Coordinate responses to franchisees through Franchise Support Manager and Senior Franchise Support Manager.
  • Assist new franchisees with post-close on boarding/ integration activities, in coordination with the Integration support team, the Franchise Consultant and the local District Manager(s) in order to maximize potential for first-year success for the new franchisee.   
  • Work with reporting systems to create reports, understand the output, and provide pertinent information to Franchise Support Managers, Franchisees, and field leadership as appropriate, in support of Franchise operations
  • Provide support to the franchise support team as assigned.

JOB REQUIREMENTS

  • 1-2 years operational experience in retail, service or similar work environments
  • Strong comfort level learning and working with reporting systems
  • Ability to solve problems, and to coordinate with others to help solve problems
  • Effective oral, written and interpersonal communication skills
  • Ability to develop effective relationships
  • Ability to work independently.
  • Ability to multi-task and strong organizational and planning skills.
  • Ability to work effectively in a team environment.

PREFERRED QUALIFICATIONS

  • Knowledge of H&R Block Field US Tax organization, systems and processes, and in particular, of Block franchise operations.

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