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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
- Reading text
- Document use
- Numeracy
- Oral communication
- Working with others
- Problem solving
- Decision making
- Critical thinking
- Job task planning and organizing
- Finding information
- Computer use
- Continuous learning
Credentials (certificates, licences, memberships, courses, etc.)
- Not applicable
Specific Skills
- Receive payments
- Issue receipts and other forms
- Answer inquiries and provide information to customers
- Perform general office duties
Work Setting
- Business services
Work Location Information
- Various locations
Work Conditions and Physical Capabilities
- Fast-paced environment
- Work under pressure
- Attention to detail
Security and Safety
- Bondable
- Criminal record check (abstract)
Business Equipment and Computer Applications
- Word processing software
- Spreadsheet software
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