Universal Agent

H&R Block

. Deliver cross-functional support across DIY, Assisted, and Retail lines of business through phone, chat, email, and social channels .

Posted 9/24/2026full-timeRemote • Missouri • United StatesJuniorMid-Level💰 $18 - $28 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on problem-solving, effective communication, and relationship management. Proficient in using CRM systems and knowledge bases to enhance client experiences and ensure timely resolution of issues.

Highest-signal resume keywords

Customer Service ExperienceProblem-Solving SkillsCRM Software ProficiencyEffective Communication SkillsAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Relationship ManagementKnowledge Base SystemsWorkflow Management SoftwareMicrosoft Office ToolsCase Management

Soft Skills

EmpathyIndependenceCritical Thinking

Tools & Technologies

SalesforceContact-Center Systems

Industry Keywords

Client ExperienceRetention StrategiesCross-Functional SupportPerformance StandardsQuality Standards

About the role

Key responsibilities & impact

Deliver cross-functional support across DIY, Assisted, and Retail lines of business through phone, chat, email, and social channels
Apply broad product and service knowledge to minimize transfers and ensure seamless client experiences
Independently manage and resolve moderately complex and Tier-2 escalations, including complaints and product defects
Identify patterns and root causes and coordinate with support teams as needed
Communicate proactively with clients throughout the case lifecycle
Provide status updates, complete follow-ups, and ensure timely case closure
Use knowledge bases and internal systems to research, resolve, and accurately document client issues
Apply retention strategies to strengthen relationships, reduce churn, and promote loyalty
Conduct outbound satisfaction checks, follow-ups, and targeted retention or engagement campaigns
Participate in training, mentor new associates, contribute to process improvements, and provide feedback on knowledge base content and cross-functional workflows
Adhere to performance, quality, and compliance standards while using contact-center systems, tools, and documentation protocols

Requirements

What you’ll need

High school diploma or equivalent
Ability to remain calm and empathetic when dealing with upset clients
Capability to work independently and meet set goals in a remote work environment
Demonstrated problem-solving and critical thinking skills to determine the causes of customer issues and troubleshoot them effectively
Excellent verbal, written, and interpersonal communication skills
Experience in a customer service role
Experience using Microsoft Office tools
Familiarity with Knowledge Base systems or the use of online repositories
2 years minimum related work experience
Strong attention to detail to accurately gather and document information
Experience with customer relationship management (CRM) or workflow management software (e.g. Salesforce or other)

Benefits

Comp & perks

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
Competitive pay
Continuous learning
Support for life both in and outside of work