Describe the purpose of the CSO - ANSWERSTo provide help & inspire confidence in our clients & communities everywhere.
Explain the CSO structure, our teams and commonly asked questions? - ANSWERSCare to provide help & inspire confidence; serve w/ transparency; win by making it easy.
Escalatio...
Describe the purpose of the CSO - ANSWERSTo provide help & inspire confidence in our clients &
communities everywhere.
Explain the CSO structure, our teams and commonly asked questions? - ANSWERSCare to provide help &
inspire confidence; serve w/ transparency; win by making it easy.
Escalation teams - ANSWERSEscalations agents research and resolve escalated cases submitted by Tier 1
agents.
People Center - ANSWERSprovides human resource support to H&R Block associates.
3. Issue Identification- ( listen to the client's problem statement, determine the root of the cause through
probing questions, & navigate salesforce for the flow.
, 4. Issue Resolution- (Follow the Salesforce flow & knowledge articles, if applicable, to complete all
troubleshooting steps & resolve the client's root issue.)
5. Call closing- (Confirm you resolved the client's issue, thank them for using H&R block & pitch the
survey.
Explain what a DIY agent does for H&R block - ANSWERSAs a DIY agent, you'll ensure the client's
experience is seamless. Your role is to consider and simplify our client's experience by resolving their
issues and answering the questions they ask by phone or chat. No matter their contact method, our
clients still expect and are given the same excellent experience.
Classify questions to identify an online versus a software client - ANSWERSdownloaded software to your
pc
TPAdmin - ANSWERSSoftware & Online prior-year client research
Software Product - ANSWERSA downloadable product that is installed on a client's pc. Clients can only
access the tax return on the pc with the file and the software installed. These clients are able to access
their tax forms and tax interview when opening the program. Current and prior year tax interviews
available.
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