Customer Service Agent – Overnight Customer Service Jobs Remote

Job Type: Customer Service Agent from home
Location: New York work from home
Company: H&R Block

We are seeking a Customer Service Agent for our DIY Retention Seasonal Associate position, providing advanced client support to external clients using DIY online and software tax products. This role involves assisting clients via phone, email, or chat and requires strong problem-solving and communication skills.

Responsibilities:

• Interpret clients’ needs and employ troubleshooting skills to identify practical solutions using software solutions.
• Utilize software solutions, knowledge base, and computer systems to resolve and track user incidents.
• Identify potential security issues and escalate them to business partners, collaborating with developers and other teams.
• Communicate clearly and calmly via telephone, email, and chat, employing effective customer service techniques, especially when dealing with clients under stress.
• Demonstrate strong oral, written, and interpersonal communication skills, interacting with associates at all levels.
• Prioritize client retention and provide exceptional support.

Requirements:

Qualifications:

• Experience in customer service or financial services, preferably in a large phone center.
• Experience in an inbound help desk environment.
• Prior experience with Microsoft Office, general computer software troubleshooting, and networking connectivity issues.
• High school diploma or equivalent.
• General computer navigation knowledge.

Work-from-Home Requirements:

• Must have a secure area in your residence for taking phone calls or chats.
• Access to an outlet for connecting laptop and monitors.
• Wired internet connection (not WiFi) with minimum upload and download speeds of 15Mbps (Internet Speed Test required).
• Must have a smartphone and be willing to install an RSA token and Microsoft Teams on it.

If you are a skilled communicator with a background in customer service or financial services and can meet our work-from-home requirements, we encourage you to apply. Join us in providing exceptional support to our clients in the DIY tax products space during this seasonal opportunity.