H&R Block - Kentwood, MI
posted 4 days ago
About the position
In this role, you will partner with the District General Manager to create and implement office-level growth plans, which includes developing local partnerships and managing office community involvement. You will assist in recruiting and interviewing candidates for tax office associate positions and serve as the point of contact for onsite escalated client service concerns. Your responsibilities will also include ensuring clients are scheduled properly and conflicts are resolved, leading daily activities to ensure that all tax office associates complete their work according to deadlines, and maintaining quality standards and overall goals. You will build an engaging team environment by training and coaching associates to execute on Service Standards, recognizing outstanding contributions. Additionally, you will lead daily team meetings, create associate work schedules, ensure accurate timekeeping and overtime management, prepare tax returns as required, and conduct timely performance reviews while partnering with the Associate Relations Center to resolve associate issues and address performance concerns.
Responsibilities
- Partner with District General Manager to create and implement office-level growth plans.
- Assist the District General Manager in recruiting and interviewing candidates for tax office associate positions.
- Serve as point of contact for onsite escalated client service concerns.
- Ensure clients are scheduled properly and conflicts are resolved.
- Lead daily activities to ensure that all tax office associates work is completed according to deadlines, with attention to quality standards, priorities and overall goals.
- Build an engaging team environment by training and coaching associates to execute on Service Standards recognizing outstanding associate contributions.
- Lead daily team meetings and communicate essential information to tax office associates.
- Create associate work schedules and ensure accurate timekeeping and overtime management.
- Prepare tax returns, as required.
- Conduct timely performance reviews and partner with Associate Relations Center to resolve associate issues and address performance concerns.
Requirements
- Prior experience working in a customer service, shift leader, or similar role.
- Experience supervising or managing people.
- Successful completion of the H&R Block Tax Knowledge Assessment or Income Tax Course (if preparing tax returns).
- Annual completion of 10 hours of continuing education and ability to meet all other IRS and applicable state requirements.
- Computer proficient with the ability to use MS Office.
- Demonstrated ability to work independently with minimal supervision.
- Passionate, determined and resilient with a customer-centric mindset.
- Able to work a flexible work schedule and flexibility in work assignments based on business needs.
- High school diploma / equivalent or higher.
