Lead Customer Service – Seasonal

H&R Block

Lead customer service associate supporting H&R Block’s tax-services operations. Resolving escalated client issues, training associates, and coordinating system and vendor support remotely.

Posted 8/19/2026full-timeRemote • Montana • 🇺🇸 United StatesSenior💰 $25 - $38 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills, effective communication, and the ability to manage sensitive client interactions. Proficient in utilizing software systems for tracking and resolving customer inquiries while maintaining high performance in a fast-paced environment.

Highest-signal resume keywords

Customer Support ExperienceAdvanced Excel SkillsEmotional IntelligenceProblem-Solving SkillsBilingual Capabilities (Spanish/English)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceQueue ManagementData EntryQuality MonitoringSoftware ProficiencyCritical ThinkingTraining and DevelopmentPerformance EvaluationIssue ResolutionFast-Paced Environment Adaptability

Soft Skills

Clear CommunicationEmpathyComposure Under StressInterpersonal SkillsTeam Collaboration

Tools & Technologies

ClarifyMicrosoft Operating SystemsNetworking ConnectivityComputer Peripheral EquipmentRemote Control Software

Industry Keywords

Customer Service GoalsClient CommunicationsService HandlingQuality MeasurementVendor Management

About the role

Key responsibilities & impact

Assist the manager with daily operations and team functions
Assist in supervising and directing customer service associates to meet daily, weekly, and monthly service goals
Lead special projects to identify and resolve customer service, system, and vendor issues
Handle escalated and sensitive client calls and communications, providing prompt and accurate resolutions
Provide new-hire training, up-training, and re-training for associates
Collaborate with Field Sourcing on sourcing programs, deployment, and support
Work with Field Sourcing and Information Technology on ePro item maintenance
Assist with team meetings
Perform queue-management workflow duties relating to Clarify
Ensure incoming and follow-up interactions are properly handled and accurately entered into the tracking system
Evaluate quality monitoring, summarize results, and report to the manager for associate feedback sessions
Attend weekly vendor and Program Manager touchpoint meetings and program debriefs
Communicate with internal and external clients by phone, email, and chat
Interpret customer needs and use software programs to identify possible resolutions
Follow established procedures to handle inquiries and resolve concerns
Manage customer communications within service-handling, quality-measurement, and department metrics
Document and track client contacts using approved software and computer systems
Observe and report customer inquiry trends
Perform other duties as assigned

Requirements

What you’ll need

High school diploma or equivalent
Ability to communicate clearly and maintain composure with clients who may be under stress
Ability to concentrate and work effectively in a fast-paced, high-volume inquiry environment
Education and/or work experience necessary to demonstrate required skill level
Excellent oral and written communication skills
Ability to interact effectively at all levels of the organization
Experience handling sensitive client information and issues
High level of computer literacy
Proficiency in accurately interpreting and entering customer information into appropriate software systems
Advanced Excel skills
Multiple years of experience in customer support with an acceptable level of performance, or equivalent through a combination of education and related work experience
Strong emotional intelligence for managing sensitive client interactions and escalations with empathy and professionalism
Strong problem-solving and critical thinking skills
Preferred: experience supporting Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications, and remote control
Preferred: Spanish/English bilingual capabilities

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
Incentive compensation or short-term incentive plans may provide additional earnings
Seasonal full-time employment
Remote work