Bilingual Customer Service Representative

Job Description

For over 60 years, H&R Block has prepared taxes for millions of Canadians annually. Headquartered in Calgary, Alberta, we serve taxpayers in 1,000+ offices, through our upload from home service, and online with our DIY tax software. Our dedicated team of Tax Experts use the latest in electronic processing and filing technology to prepare all types of returns, including personal, small business, corporate, farm, trucker, fishing, U.S., rental and estate.

Becoming an H&R Block Associate is an opportunity to grow with the strongest brand in the tax preparation industry. We are looking for people who want to provide help and inspire confidence in our clients and communities. We know that the ability to deliver outstanding client service starts with having the best talent on our team, and if you want to be part of our success story then we want to hear from you!

We offer our associates a thriving environment in which to expand their skills and develop their potential. Here are some of the benefits that our permanent associates enjoy:

• Free tax preparation service for associates; discounts for their families and friends
• A comprehensive group insurance package
• A stock purchase plan
• A health/fitness reimbursement program
• An employer-matching Registered Retirement Savings Plan

The Opportunity (Remote):

Reporting to the Lead, Support Centre the Support Agent (Revenue Quebec) will be primarily focused on addressing and resolving escalated French / Quebec client tax issues. This includes in-depth troubleshooting our Digital tax software, assisting our Retail clients that require support from an office, performing client call backs to gather more information when needed, delivering Audit Protection reviews and escalating issues to other specialized departments for further analysis.

Key Areas of Responsibility:

• Accountable for interacting, validating, troubleshooting, resolving, and/or escalating of client tax cases when clients reach out for assistance.
• For both CRA & RQ tax concerns
• Across all lines of business.
• Across the following sources:
• Chat
• Social Media
• Facilitate client call-backs (as necessary) to gather information on client escalated cases.
• Identify and flag client escalated cases that have potential impacts to H&R Block.
• Work with the Call Centre support groups to manage and trend escalations
• Attend meetings as requested, providing key information to stakeholders
• Provide follow-through and closed loop feedback on escalated cases that have been resolved.
• Assist with continual service improvement initiatives as they pertain to:
• Documentation/Knowledge Base
• Process/Procedures
• Training Material
• Remain current on all H&R Block products & services the Support Centre is accountable for.

Key Qualifications:

• Fluent in both French and English (verbal and written).
• Tax theory knowledge/experience is required for both Canada Revenue Agency and Revenue Quebec tax returns.
• H&R Block Tax Academy Trained - Asset
• Solid understanding of Microsoft Products and ITSM Ticketing Tools
• Strong communication skills, both verbal and written
• Effective time management and organizational skills.
• Ability to work effectively under strict guidelines.
• Detail oriented, organized and highly analytical.
• Demonstrated problem solving and/or conflict resolution skills
• Ability to work independently and/or within a support team environment
• Ability to manage multiple priorities within a fast-paced environment, maintaining efficiency and focus.
• Ability to work flexible hours

If you meet the skills and qualifications required for this great opportunity, and are truly passionate about teamwork, we invite you to send your cover letter stating hourly compensation expectations along with your resume to .

We encourage all interested individuals to apply. Successful candidates must have legal authorization to work in Canada on a full-time basis for any employer. Proof of legal authorization to work in Canada will be required as part of the recruitment process. Only those candidates selected for an interview will be contacted.

H&R Block fosters a workplace in which individual differences are recognized, appreciated, and respected. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.