Senior Customer Service, Seasonal

H&R Block

Senior Customer Service associate supporting H&R Block’s tax, HR, and training inquiries. Resolving escalated cases through phone, email, and chat while mentoring customer service associates.

Posted 8/20/2026full-timeRemote • Montana • 🇺🇸 United StatesSenior💰 $18 - $28 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong client service capabilities through effective communication via phone, email, and chat, while adhering to compliance policies and Service Level Agreements. Proficient in using HRIS and CRM software to manage client inquiries and maintain training records.

Highest-signal resume keywords

Client ServiceHRIS Software ProficiencyCRM Software ProficiencyCompliance AdherenceTraining and Mentoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client ServiceHRIS SoftwareCRM SoftwareResearch and AnalysisDocumentationIssue ResolutionTax Professional Training Records MaintenanceCompliance FacilitationEscalated Case ManagementService Level Agreements

Soft Skills

CommunicationProblem-SolvingMentoringCollaborationCustomer Inquiry Handling

Industry Keywords

Tax TrainingFederal LicensingState LicensingClient InquiriesEscalated CasesPeople Resource Center

About the role

Key responsibilities & impact

Provide exceptional client service primarily through phone, email, and chat to inbound callers
Receive and resolve H&R Block client retail services, human resources, and tax training support requests and inquiries
Research and resolve escalated cases accurately within Service Level Agreements
Partner with subject matter experts and Tier 3 when established procedures do not fully address inquiries
Act as a contact for escalated cases from Payroll, Tax Operations, Benefits, and Timekeeping departments
Use HRIS, CRM software, and computer systems to document and track client contacts
Adhere to compliance policies when resolving client issues
Document and communicate recurring or significant product and service problems to management
Resolve escalated issues regarding Tax Training School courses
Maintain tax professional training and certification records
Facilitate compliance with federal and state licensing and registration requirements
Provide up training and mentoring to other People Resource Center representatives
Participate in outbound calling campaigns or internal team projects as needed
Perform other duties as assigned

Requirements

What you’ll need

High school diploma or equivalent
No previous work experience necessary
Ability to provide client service through phone, email, and chat
Ability to handle complex internal customer inquiries and escalated cases
Ability to use HRIS and CRM software programs and computer systems
Ability to research, analyze, resolve, document, and explain client issues
Ability to adhere to compliance policies and Service Level Agreements (SLAs)
Ability to maintain tax professional training and certification records and facilitate compliance with federal and state licensing and registration requirements
Ability to provide up training and mentoring to other customer service associates

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
Continuous learning and support for well-being