People Resource Center Representative

About The Role A People Resource Center Representative (PRC) is expected to provide exceptional client service. This is primarily achieved through phone, email, and chat communication with inbound callers. Their responsibilities encompass receiving, resolving, and documenting a comprehensive variety of Human Resources (HR) and training support requests. They are also tasked with researching and resolving escalated cases. This includes the timely and accurate resolution of associate care cases and other HR systems transactions. A PRC Representative utilizes various data sources to properly analyze a problem, determine the best method for its resolution, document the situation, and present a detailed explanation to the associate. Day to Day, You'll...

• Answer phone calls and act as a contact for inbound cases to support Human Resources related to Payroll, Tax Training Support, Benefits, and Timekeeping departments; research and resolve complex or escalated cases accurately and within service level agreement (SLA), including partnering with subject matter experts (SME) to resolve client inquiries.
• Communicate via various channels, interpret client needs, and use software to find resolutions
• Deliver outstanding customer service to all stakeholders by actively listening, providing accurate information, and resolving inquiries promptly and professionally
• Use problem-solving skills to effectively address and resolve associate inquiries including situation analysis, action identification, and appropriate guidance or escalation
• Collaborate with team members and leaders for seamless service delivery, exceeding client case resolution expectations
• Use tools and resources to ensure data accuracy and reasonableness, resolve cases within SLA, and confirm all data sources have been used in case resolution; use critical thinking and problem-solving when the established procedure does not fully address the inquiry as well as resolving complex cases
• Proactively identify trends that may lead to a high volume of cases and partner with leadership for resolution
• Partner with management on casework and daily workload to manage personal workload and development
• Participate in training and coaching other PRC representatives; participate in outbound calling campaigns or internal team projects, as needed
• Participate in on-camera 1:1 and weekly team meetings

Required Qualifications

• High school diploma or equivalent
• Ability to apply mathematical operations
• Ability to critically analyze reports
• Ability to handle multiple tasks and projects simultaneously
• Ability to interact effectively with all levels of the company
• Ability to use a systematic approach in solving problems through analysis and evaluation of alternative solutions
• Ability to work effectively in a diverse work group and collaborate with multiple cross functional teams
• Ability to work independently with a high degree of accuracy, thoroughness, and professionalism
• Excellent interpersonal skills to include oral and written communication
• 2 years minimum related work experience

Preferred Qualifications

• Associate’s degree in business or other related field or an equivalent combination of education and experience
• Experience with Workday, Human Resources Management Systems (HRMS), iCIMs tracking and onboarding, or similar programs and Dimensions or other payroll related systems

Why work for us At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation. That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work. Pay Range Information The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit. Pay Range $16.06 - $24.09/Hr.