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CUSTOMER SERVICE (70%):
Greets and welcomes each client in a cheerful and professional manner immediately as the client enters the tax office. Quickly determines the clients service needs and assigns the client to an appropriate associate in the scheduling program.
Monitors client flow by managing and advising clients of the anticipated wait time and following-up when there are any expected delays.
Remains current with other H&R Block products and services in order to provide basic product information to clients. Reads other business publications, as recommended by the District Managers instructions. Promotes and provides information on additional tax and financial products, which the company may make available.
Answers the telephone in a professional manner, providing callers with basic information about services and fees when requested. Transfers calls to available tax associates as necessary to fully respond to inquiries or resolve problems.
CLERICAL (30%)
Receives and secures cash, cheques, debit/credit card receipts, and balances the cash as part of the mid-day or end-of-the-day closing procedures. Records all transactions in the Point-of-Sale computer and completes bank deposits in accordance with the District Managers instructions.
Schedules client appointments for the office staff. Assembles client folders as required, maintains confidential/sensitive files, and promptly files completed returns. Assists with the maintenance of COD pending and pick-up files.
Attends required training for the position.
Maintains proper office appearance and cleanliness. Ensures that workstation is neat and clean at all times and prepares for the following day by ensuring that adequate supplies are on hand.
Other duties as assigned.
Essential Skills
- Computer use
Additional Skills
- Provide basic information to clients and the public
- Maintain records
- Data entry
Specific Skills
- Schedule and confirm appointments
- Record and relay information
- Perform clerical duties, such as filing and sorting and distributing mail
- Operate switchboard or telephone system
- Obtain and process information required to provide services
- Greet people and direct them to contacts or service areas
- Answer, screen and forward telephone calls
- Receive and issue payments
Work Setting
- Financial services
- Business services
Typing (Words Per Minute)
- 41 - 60 wpm
Work Conditions and Physical Capabilities
- Fast-paced environment
- Work under pressure
- Repetitive tasks
Security and Safety
- Bondable
- Basic security clearance
Business Equipment and Computer Applications
- Windows
- Switchboard 1-25 lines
- Spreadsheet software
- Electronic mail
- Electronic scheduler
- General office equipment
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