Customer Service Representative - Bilingual - (US-MO-Kansas City - 64999)

Minimum Education: None
Job Type: Full Time
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Include But Are Not Limited To The Following

As a Customer Service Representative you will handle inbound calls from new and existing customers regarding H&R Block’s products and services, such as the Emerald Card and Retirement Accounts. Customer Service Representatives are also cross trained to handle incoming calls from the general public regarding enrollment into H&R Block’s Tax Training School and must meet company sales objectives.

Specific Skill Requirements

Handling inquiries, keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken are also part of the daily job duties/responsibilities. Resolve customers’ service or billing complaints by performing activities such as refunding money and adjusting bills. Check to ensure that appropriate changes were made to resolve customer problems. Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. Refer unresolved customer grievances to designated departments for further investigation. Determine charges for services requested, collect deposits or payments, or arrange for billing. Utilizes a computer to input and retrieve data, complete contract forms, prepare change of address records, and issue service discontinuance orders.

Minimum Requirements

Fluent in both English and Spanish
High school diploma or G.E.D.
ACustomer service experience or the equivalent through a combination of education and related work experience.
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.
Demonstrated ability to navigate Windows-based software applications.
Accurately interpret and enter client information into appropriate computer software.
Ability to concentrate and work effectively in a fast-paced, high call volume environment.
Preferred Experience and Skills

High school diploma or G.E.D.
One or more years experience in a customer service position.
One or more years experience in an in-bound call center environment.
Ability to determine issues/causes of technical problems and to effectively troubleshoot these issues.
Knowledge of and experience in support of Microsoft operating systems, networking, connectivity, computer/peripheral equipment and software
applications.
Tax Office or Tax Training School experience.
Spanish/English bilingual capabilities.