<p>What you'll bring to the team...</p> <ul> <li>Support the Multi-Unit Team Leader, serving as onsite point of contact for tax office associates and clients, ensuring quality and consistent execution that will allow us to promote the value of H&R Block </li><li>Execute and hold all tax office associates accountable to Service Standards execution and client service experience, with escalation to the Multi-Unit Team Leader and District General Manager as necessary </li><li>Serve as point of contact for onsite escalated client service concerns </li><li>Ensure clients are scheduled properly and conflicts are resolved, with escalation to the Multi-Unit Team Leader and District General Manager as necessary </li><li>Lead the office from the front desk, providing phone coverage and engaging with clients to deliver an outstanding experience </li><li>Lead daily activities to ensure that all tax office associates are scheduled, and work is completed according to deadlines, with attention to quality standards, priorities and overall goals </li><li>Lead daily huddles and communicate essential information to office associates </li></ul> <p>Your Expertise</p> <ul> <li>Prior experience working in customer service or similar role </li><li>Strong organizational skills and ability to plan and manage day-to-day office operations </li><li>Customer-centric mindset and strong communication skills </li><li>Computer proficient with the ability to use MS Office </li><li>Demonstrated ability to work independently with minimal supervision </li><li>Positive attitude </li><li>Able to work a flexible work schedule of 40 hours per week and flexibility based on business needs </li><li>High school diploma / equivalent or higher </li></ul>