Client Services Representative, Social Media – Seasonal

H&R Block

Social media customer recovery representative resolving escalated client issues for H&R Block’s tax services. Researching complaints, documenting resolutions, and coordinating with tax offices and business units.

Posted 8/19/2026full-timeRemote • Montana • 🇺🇸 United StatesJunior💰 $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, crisis management abilities, and effective communication techniques while providing escalation support to clients. Proficient in using CRM systems and Microsoft Office tools to document interactions and resolve client concerns.

Highest-signal resume keywords

Customer Service TechniquesCrisis ManagementSocial Media Customer CareMicrosoft Office ProficiencyProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRM System DocumentationClient Issue ResolutionResearch and AnalysisComputer NavigationTroubleshooting SoftwareNetworking ConnectivitySocial Media PlatformsTwo-Factor AuthenticationInternet Speed Testing

Soft Skills

Emotional IntelligenceAdaptabilityEffective CommunicationComposure Under Stress

Tools & Technologies

Microsoft TeamsRSA TokenSocial Media Platforms

Industry Keywords

H&R Block Brand AwarenessService Level AgreementCustomer Recovery

About the role

Key responsibilities & impact

Provide escalation support to internal and external clients through phone, email, mail, and chat
Monitor multiple regional areas for incoming client issues and inquiries
Respond to incoming client issues and inquiries within the department’s service level agreement (SLA)
Conduct detailed research and analysis on client concerns using multiple software applications
Document client interactions, research, analysis, and resolutions in the CRM system
Serve as a liaison between tax office associates, management, and other business units
Assist internal vendors in responding to incoming client issues within the department’s SLA
Provide support and feedback on department policies, processes, and guidelines
Exercise independent decision-making to resolve client concerns, including determining whether gift certificates should be issued

Requirements

What you’ll need

High school diploma or equivalent
Ability to communicate clearly and maintain composure using effective customer service techniques with clients who may be under stress
Awareness of H&R Block brand and values
Crisis management abilities and technical proficiency
Emotional intelligence, problem-solving skills, and adaptability
General knowledge of computer navigation and troubleshooting software or networking connectivity issues
Prior experience with Microsoft Office tools
Minimum 1–2 years of experience working in a Social Media Customer Care / Social Media Customer Recovery role, including platforms such as TikTok, Instagram, Facebook, Twitter, and YouTube
Minimum 1 year of experience in a customer service or financial services position, preferably in a large phone center
Must have an outlet for connecting a laptop and monitors
Must have a secure, suitable area in the residence for phone calls or chats
Must have a smartphone and be willing to install an RSA token for two-factor authentication and Microsoft Teams
Must have a wired internet connection, not Wi-Fi, with minimum upload and download speeds of 15 Mbps; internet speed test required

Benefits

Comp & perks

Competitive pay
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
Incentive compensation or short-term incentive plans may provide additional earnings for successful candidates