Remote Senior People Resource Center Representative bei H&R Block
H&R Block · Kansas City, Vereinigte Staaten Von Amerika · Remote
- Junior
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
- 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
- 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.
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.
