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H&R Block - Lakeland, FL
posted 4 days ago
About the position
In this role, you will support the Multi-Unit Team Leader by serving as the onsite point of contact for tax office associates and clients. Your primary focus will be to ensure quality and consistent execution of services that promote the value of H&R Block. You will be responsible for executing and holding all tax office associates accountable to Service Standards execution and client service experience, escalating issues to the Multi-Unit Team Leader and District General Manager as necessary. Additionally, you will serve as the point of contact for onsite escalated client service concerns, ensuring that clients are scheduled properly and that any conflicts are resolved. Leading the office from the front desk, you will provide phone coverage and engage with clients to deliver an outstanding experience. You will also lead daily activities to ensure that all tax office associates are scheduled and that work is completed according to deadlines, with attention to quality standards, priorities, and overall goals. Daily huddles will be led by you to communicate essential information to office associates.
Responsibilities
- Support the Multi-Unit Team Leader as the onsite point of contact for tax office associates and clients.
- Execute and hold all tax office associates accountable to Service Standards execution and client service experience.
- Serve as point of contact for onsite escalated client service concerns.
- Ensure clients are scheduled properly and conflicts are resolved.
- Lead the office from the front desk, providing phone coverage and engaging with clients.
- Lead daily activities to ensure that all tax office associates are scheduled and work is completed according to deadlines.
- Lead daily huddles and communicate essential information to office associates.
Requirements
- Prior experience working in customer service or similar role
- Strong organizational skills and ability to plan and manage day-to-day office operations
- Customer-centric mindset and strong communication skills
- Computer proficient with the ability to use MS Office
- Demonstrated ability to work independently with minimal supervision
- Positive attitude
- Able to work a flexible work schedule of 40 hours per week and flexibility based on business needs
- High school diploma / equivalent or higher
