Job Description

Support Agent (Revenue Quebec)

H&R Block Canada, a leader in the tax preparation industry, is looking for a full-time Support Agent (Revenue Quebec) to join its dynamic Customer Care Centre team. This position offers the ability to work remotely or optionally you may be located at our Corporate Headquarters in Calgary, Alberta, Canada.

We offer our associates a thriving environment in which to expand their skills and develop their potential. Here are some of the benefits that our permanent associates enjoy:

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

The Opportunity:

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.

Key Areas of 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. Across the following sources: Chat Social Media 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 Training Material Remain current on all H&R Block products & services the Support Centre is accountable for.

Key Qualifications:

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
Successful candidates must have legal authorization to work in Canada on a full-time basis for any employer. Only those candidates selected for interview will be contacted.

Job Type: Seasonal
Contract length: 4 months

Pay: Up to $21.00 per hour

Language:

French (preferred)
Work Location: Remote