Handle internal and external customer inquiries and concerns via phone, e-mail and chat. Effectively handle sensitive client issues and escalations. Handle client issues across multiple skillsets. Serve as liaison between clients and management, support groups and the business unit. Closely adhere to a call-handling schedule. Use Contact Center software programs and computer systems to resolve and track client issues. Participate in outbound calling projects as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES
•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.
•Handle escalated calls from clients with sensitive and escalated issues using professionalism and excellent customer service skills. Handle calls in special queues across multiple skillsets as needed.
•Troubleshoot software, hardware and proprietary products, as appropriate to support the client using approved tools and processes.
•Follow established procedures to handle inquiries and resolve concerns to ensure client satisfaction. Handle client communications within all call handling, quality measurement and Contact Center metrics.
•Use approved Contact Center software programs and computer systems to accurately document and track client contacts.
•Observe and report call trends using appropriate channels.
•Provide assistance and support to other associates as well as supervisors and managers.
•Participate in outbound calling campaigns as needed.
•Perform other duties as assigned.
Education / Experience
•More than two complete seasons experience in customer support in the H&R Block Contact Center with an acceptable level of performance or the equivalent through a combination of education and related work experience.
•Experience handling sensitive client information and issues.
•Ability to communicate clearly and calmly on the telephone, email and chat 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.
•Ability to determine issues and causes of customer issues and effectively troubleshoot these issues.
•Demonstrated expertise with call center tools such as Clarify, Serviceware, KC Util, Digital tax Solutions Admin tool.
•Demonstrated ability to navigate Windows-based software applications and troubleshoot PC issues.
•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.