Associate Team Leader

H&R Block, Inc. Franklin , MA 02038

Posted 2 weeks ago

What you'll do...

Joining us as an Associate Team Leader, you'll support a single retail office during tax season to consistently exceed client expectations and provide daily operations direction for the tax office.

Helping others is what we do best at H&R Block, which means you'll get to see the impact of your work firsthand. You won't prepare taxes in this role, so prior tax preparation experience is not required. You will be a vital part of the team to deliver on our purposeto provide help and inspire confidence in our clients and communities everywhere.

You'll begin working a flexible part-time schedule in early December as you ramp up for the busy tax season and transition to a full-time schedule from January through April. After working a successful tax season, you may find that you want to apply to return for subsequent seasons, or even apply for advancement opportunities.

Day to day, you'll

  • 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

  • Execute and hold all tax office associates accountable to Standard Operating Procedures (SOP) execution and client service experience, with escalation to the Multi-Unit Team Leader and District General Manager as necessary

  • Serve as point of contact for onsite escalated client service concerns

  • Ensure clients are scheduled properly and conflicts are resolved, with escalation to the Multi-Unit Team Leader and District General Manager as necessary

  • Lead the office from the front desk, providing phone coverage and engaging with clients to deliver an outstanding experience

  • 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

  • Lead daily huddles and communicate essential information to office associates

What you'll bring to the team...

  • Prior experience working in customer service or similar role

  • Strong organizational skills and ability to plan and manage day-to-day office operations

  • Customer-centric mindset and strong communication skills

  • Computer proficient with the ability to use MS Office

  • Demonstrated ability to work independently with minimal supervision

  • Passionate, determined, resilient under stress and a will to win attitude

  • Able to work a flexible work schedule of 40 hours per week and flexibility based on business needs

  • High school diploma / equivalent or higher

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Associate Team Leader

H&R Block, Inc.