Operations Admin

H&R Block - Urbana, IL

Full-time - Entry Level

Urbana, IL

Professional, Scientific, and Technical Services

About the position

The position involves providing administrative support within a specific district or multiple districts, focusing on operational and hiring support, ordering supplies, and general administrative duties related to the overall office's operations. The role also includes acting as a single point of contact for technical support for both internal and external customers across the enterprise. This includes serving as a liaison between customers and various functional areas, management, support groups, and business units. The individual will utilize software solutions, knowledge bases, and personal expertise to resolve and track user incidents effectively.

Responsibilities

• Provides seasonal hiring support in the HRB Gateway hiring system and administrative support to the District Operations Coordinator (DOC).
• Receives communication from offices regarding concerns or needs related to supplies, facilities, or support, documenting the nature of the problem and researching solutions.
• Reviews and verifies invoices and prepares payments in Coupa for the DOC's approval.
• Provides technical support through phone, email, and chat with internal and external customers, interpreting their needs and utilizing software solutions to identify resolutions.
• May remote into office computers to resolve technical issues.
• Follows established procedures to handle inquiries and resolve concerns to ensure customer satisfaction.
• Handles customer communications using incident handling, escalation, and quality measurement procedures.
• Uses software solutions to accurately document and track customer contacts.
• Adapts to changes in user demands, work environment, and processes.
• Maintains a technical working knowledge of products supported by the department.
• Attends training related to job performance.
• Performs other duties as assigned by the District Operations Coordinator or in partnership with the CSM and/or TSC Supervisor.

Requirements

• High school diploma or equivalent.
• 1-3 years of administrative experience.
• Customer service experience.
• Demonstrated decision-making, analytical, and problem-solving skills.
• Demonstrated organization, prioritization, and project coordination skills.
• Effective oral, written, and interpersonal communication skills.
• Ability to communicate clearly and calmly with associates under stress.
• Some experience or ability to learn to support Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications, and remote tools.
• Experience working with Windows Environment.