Lead Customer Service, Seasonal

H&R Block

. Assist the manager with daily team operations and functions .

Posted 10/8/2026full-timeRemote • Missouri • United StatesSenior💰 $25 - $38 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills, effectively managing sensitive client issues and escalations while utilizing advanced software tools for tracking and resolution. Proficient in training and supervising customer service associates to achieve service goals in a fast-paced environment.

Highest-signal resume keywords

Customer Support ExperienceAdvanced Excel SkillsEffective Communication SkillsProblem-Solving SkillsEmotional Intelligence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service TechniquesSoftware ProficiencyData EntryIssue ResolutionQuality MonitoringQueue ManagementClient DocumentationTraining and DevelopmentCritical ThinkingFast-Paced Environment Adaptability

Soft Skills

Clear CommunicationComposure Under StressInterpersonal SkillsTeam CollaborationAdaptability

Tools & Technologies

ClarifyPeopleSoftMicrosoft Operating SystemsNetworking ConnectivityComputer Peripheral EquipmentSoftware Applications

Industry Keywords

Customer ServiceClient Escalation ManagementField SupportSourcing ProgramsCross-Functional Projects

About the role

Key responsibilities & impact

Assist the manager with daily team operations and functions
Lead special projects identifying and resolving customer service issues
Collaborate with the manager, Field Sourcing Logistics and Deployment, PeopleSoft IT support, associates, and vendors
Manage and resolve sensitive client issues and escalations across multiple skill sets
Serve as liaison between field customers, CSC field support groups, and vendors
Use software programs, tools, and computer systems to resolve and track client issues
Participate in cross-functional projects addressing system and vendor-related issues
Assist in supervising and directing customer service associates to meet service goals
Handle escalated client calls and provide prompt, accurate resolutions
Provide new hire training, up-training, and re-training
Support sourcing programs, deployment, and field support with Field Sourcing
Work with Field Sourcing and Information Technology on ePro item maintenance
Assist with team meetings
Perform queue management workflow duties relating to Clarify
Accurately handle and document incoming and follow-up interactions in the tracking system
Evaluate quality monitoring, summarize results, and report to the manager for associate feedback sessions
Attend vendor and Program Manager touchpoint meetings and program debriefs
Communicate by phone, email, and chat with internal and external clients
Interpret customer needs and identify possible resolutions using software programs
Follow established procedures to handle inquiries and resolve concerns
Handle customer communications within customer service, quality measurement, and department metrics
Document and track client contacts using approved software and computer systems
Observe and report customer inquiry trends
Perform other duties as assigned

Requirements

What you’ll need

High school diploma or equivalent
Ability to communicate clearly and maintain composure using effective customer service techniques with stressed clients
Ability to concentrate and work effectively in a fast-paced, high-volume inquiry environment
Education and/or work experience necessary to demonstrate the required skill level
Excellent oral and written communication skills
Ability to interact effectively at all levels of the organization
Experience handling sensitive client information and issues
High level of computer literacy
Proficiency accurately interpreting and entering customer information into software systems
Advanced Excel skills
Multiple years of customer support experience with acceptable performance, or equivalent through a combination of education and related work experience
Strong emotional intelligence for sensitive client interactions and escalations
Strong problem-solving and critical thinking skills
Preferred: Experience supporting Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications, and remote control
Preferred: Spanish/English bilingual capabilities

Benefits

Comp & perks

Competitive pay
Comprehensive benefits
Medical and prescription drug coverage for qualifying associates and eligible dependents
H&R Block Retirement Savings Plan (401(k) Plan)
Employee Assistance Program
(Virtual) fitness center programs
Associate discount program
Business Travel Accident Insurance
Associate Tax Prep benefit
Continuous learning and professional development through a High Performing, Connected Culture