About Company
H&R Block is a leading tax preparation company, known for empowering clients to confidently navigate the complexities of their finances. With a legacy spanning over 65 years, we pride ourselves on delivering expert tax advice and innovative solutions that make a real difference in people’s lives. Headquartered in Kansas City, Missouri, H&R Block is committed to fostering a supportive and inclusive environment where our associates can thrive. Join our team and be part of a company that values expertise, integrity, and customer success, all while working from the comfort and convenience of your home.
Job Description
Are you a night owl with a passion for helping others? H&R Block is seeking dedicated and empathetic individuals to join our team as Remote Customer Support Specialists for the Night Shift. This is an exciting opportunity to provide crucial assistance to our clients during off-peak hours, ensuring they receive the support they need when it matters most. As a key member of our remote workforce, you will be the first point of contact for clients across the nation, guiding them through various tax-related inquiries, software issues, and general account questions. Your ability to troubleshoot effectively, communicate clearly, and maintain a calm, professional demeanor will be essential in delivering the exceptional service H&R Block is known for.
This fully remote position allows you to work from your home in Kansas City, Missouri, providing flexibility while contributing to a nationally recognized brand. We are looking for self-starters who thrive in an independent work environment but also appreciate the camaraderie and support of a dedicated team. If you’re committed to making a positive impact, possess excellent problem-solving skills, and are ready to embrace the challenges and rewards of a night shift schedule, we encourage you to apply. You’ll play a vital role in ensuring our clients feel confident and supported, even outside of traditional business hours, directly contributing to their financial well-being and peace of mind.
Key Responsibilities
- Provide exceptional customer service and technical support to H&R Block clients via phone, chat, and email during designated night shift hours.
- Diagnose and resolve a wide range of customer inquiries, including tax software navigation, account management, product features, and general service questions.
- Accurately document all customer interactions, resolutions, and feedback in the CRM system, ensuring thorough and clear record-keeping.
- Proactively identify underlying issues and escalate complex or unresolved cases to senior support specialists or relevant departments as needed.
- Maintain a high level of professionalism, empathy, and patience, effectively de-escalating frustrated customers and turning challenging situations into positive experiences.
- Adhere strictly to company policies, procedures, and data privacy regulations, safeguarding sensitive client information.
- Collaborate effectively with team members and supervisors in a remote setting to share knowledge, best practices, and contribute to continuous service improvement.
- Stay current with H&R Block products, services, and tax-related updates through ongoing training and self-study.
Required Skills
- Excellent verbal and written communication skills in English, with the ability to articulate complex information clearly.
- Proven ability to troubleshoot technical issues and effectively problem-solve in a fast-paced environment.
- Strong active listening and de-escalation skills, with a natural inclination towards empathy and customer satisfaction.
- Proficiency with computer systems, internet navigation, and the ability to quickly learn new software and CRM tools.
- Ability to work independently and maintain high productivity and focus in a remote, unsupervised setting.
- Reliable high-speed internet connection and a dedicated, quiet, and distraction-free home workspace.
- Availability to work consistent night shift hours (e.g., 9 PM – 6 AM CT), including weekends and holidays as required.
- Minimum of 1 year of experience in a customer service, call center, or technical support role.
Preferred Qualifications
- Experience with tax preparation software or financial services is a significant plus.
- Associate's or Bachelor's degree in a relevant field.
- Bilingual proficiency (e.g., Spanish/English) to support a diverse client base.
- Prior experience working a night shift or in a remote customer support capacity.
- Familiarity with H&R Block products and services.
Perks & Benefits
- Competitive hourly wage with an attractive night shift differential.
- Comprehensive health, dental, and vision insurance coverage.
- 401(k) retirement plan with company matching contributions.
- Generous paid time off (PTO) and company-observed holidays.
- Employee discount on H&R Block tax preparation services.
- Opportunities for career advancement and professional development within a large, stable organization.
- Supportive remote work environment with ongoing training and virtual team-building activities.
- Access to employee assistance programs for personal and professional support.
How to Apply
Ready to make a difference from your home office? We encourage all qualified candidates to apply by clicking on the application link below. Please ensure your resume highlights your customer service experience and your ability to thrive in a remote, night shift environment. We look forward to reviewing your application and potentially welcoming you to the H&R Block family!