Summary
Location
United States
Salary
$0k - $0k
Type
full-time
Are you the employer? Manage your company page directly.
About this role
We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block!
What you'll do...
A Senior 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 and complex cases. This includes the timely and accurate resolution of associate care cases and other HR systems transactions. A Senior 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. They also partner with leadership to conduct training sessions and peer mentoring for other PRC associates. They serve as liaisons between clients, management, support groups, and the business unit. They closely adhere to a call/case handling and case processing schedule and participate in additional team projects and tasks, as needed.
Day to day, you'll...
Answer phone calls and act as a contact for inbound cases to support Human Resources related to Payroll, Tax Training Support, Benefits, and Timekeeping departments; research and resolve complex or escalated cases accurately and within service level agreement (SLA), including partnering with subject matter experts (SME) to resolve client 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 SLA, and confirm all data sources have been used in case resolution; use critical thinking and problem-solving when the established procedure does not fully address the inquiry as well as resolving complex cases
Proactively identify trends that may lead to a high volume of cases and partner with leadership for resolution
Partner with management on casework and daily workload to manage personal workload and development
Provide up-training and peer coaching to other PRC representatives; participate in outbound calling campaigns or internal team projects, as needed
Participate in on-camera 1:1 and weekly team meetings
Work Environment: Standard Office Environment
Special Physical Requirements: None
Travel: None
What you'll bring to the team...
- High school diploma or equivalent
- Ability to apply mathematical operations
- Ability to critically analyze reports
- Ability to handle multiple tasks and projects simultaneously
- Ability to interact effectively with all levels of the company
- Ability to use a systematic approach in solving problems through analysis and evaluation of alternative solutions
- Ability to work effectively in a diverse work group and collaborate with multiple cross functional teams
- Ability to work independently with a high degree of accuracy, thoroughness, and professionalism
- Excellent interpersonal skills to include oral and written communication
- 2 years minimum related work experience
It would be even better if you also had...
- Associates degree in business or other related field or an equivalent combination of education and experience
- Experience with Workday, Human Resources Management Systems (HRMS), Kenexa application tracking and onboarding, or similar programs
Why work for us
Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being.
Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com.
Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person’s race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.
Pay Range Information
The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. 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.
Pay Range
$18.41 - $27.64/Hr.
Other facts
About H&R Block
H&R Block’s purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We’ve been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we’ve prepared approximately 800 million tax returns and grown to have approximately 12,000 offices throughout the United States and around the world. We know that tax needs and situations change from year to year. That’s why we offer new and innovative ways to prepare and file taxes so clients can choose what suits them best.
We are a people company first and a tax company second. With this in mind, we deliver care in every interaction, conversation, and at each touchpoint. That’s how we build long-lasting relationships with clients, communities, and associates.
People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it's because our company still has the feeling of ‘family’ serving as the foundation for our associates and franchisees who bring our purpose to life each day. Maybe it’s how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it’s all those things, and much more.
Our ideas are rooted in unique and diverse perspectives fueled by curiosity and creativity. We’re not afraid to try new things, and never rest on past success. We are passionate in the way we advocate for each other, for our clients, and most importantly, we not only say we are better together…we truly believe it!
What you'll do
- The Senior People Resource Center Representative provides exceptional client service primarily via phone, email, and chat, handling a variety of Human Resources and training support requests, including researching and resolving complex or escalated cases. They are responsible for accurately documenting situations, presenting detailed explanations to associates, and partnering with leadership on training and peer mentoring.
Join Clera's Talent Pool
Get matched with similar opportunities at top startups
This role is hosted on H&R Block's careers site.
Join our talent pool first to get notified about similar roles that match your profile.