Associate Team Leader

What you'll bring to the team...

• 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

• 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
• Positive 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