Bilingual Support Agent Job at H&R Block (Calgary)

Job Description

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.

Job 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 and across Chat and Social Media sources
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, and Training Material
Remain current on all H&R Block products & services the Support Centre is accountable for

Requirements

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

What we offer

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

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Bilingual Support Agent

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