Customer Service Representative

The Frontline Agent for the DIY Blended program will handle routine or common user questions, issues, or errors related to the HRB product suite, which includes all web-based DIY products. Agents will engage with clients via both voice and chat platforms, ensuring they meet service levels and performance metrics. Agents are expected to provide exceptional customer service, document each contact, and resolve issues using the HRB-provided knowledge base and tools

Experience:

• High School Diploma or equivalent.
• Minimum of six (6) months of call center experience.
• Fluent in English (both conversational and written)

Technical Skills:

• Proficient in navigating computer applications, Microsoft Windows/Safari operating systems, and web-based applications.
• Ability to type at least 35 words per minute with accuracy.

Communication Skills:

• Clear and effective verbal communication.
• Strong writing skills for capturing case notes and dispositions.
• Demonstrated empathy, composure, and pleasant tone.
• Ability to convey complex information in a clear and concise manner.

Additional Requirements:

• Must pass a background check.
• Preferred candidates will have secondary schooling degrees or certificates and one or more years of experience in Customer Service Contact Center experience (DIY and Emerald)