Client Care Concierge for Tax Journeys

H&R Block, Inc.; Leander (TX); On-site; USD 21,000 - 26,000; Full time

Job summary

H&R Block, Inc. seeks a Client Care Specialist to be the welcoming face and trusted guide for clients throughout their tax journey.

You will work closely with Tax Advisors, gather documentation, and prepare clients for a personalized tax experience, ensuring clarity and confidence at every step. In this client-facing role, you will educate clients on service options, help them navigate digital tools, and coordinate with the Tax Advisors to deliver a smooth, reassuring experience from intake to

Qualifications

• High school diploma/GED or equivalent.
• One year of customer service experience in a client-facing role involving digital platforms and phone communication.
• Excellent verbal and written communication skills, with the ability to explain complex processes clearly and empathetically.
• Strong interpersonal skills with a client-first mindset and the ability to build trust quickly.
• Working knowledge of individual tax return preparation and relevant IRS regulations. Passing score of H&R Block’s Tax knowledge assessment test.
• High level of confidence in leveraging technology to support client interactions.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams) and ability to learn proprietary systems quickly.
• Demonstrated ability to troubleshoot client issues, think critically, and resolve concerns efficiently and professionally.
• Strong attention to detail and organizational skills to manage multiple client interactions and ensure timely follow-up.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Self-motivated with the ability to work independently and as part of a team.
• Flexible and adaptable to changing business needs, client demands, and evolving processes.
• Passion for delivering exceptional service and creating a positive, reassuring experience for every client.

Responsibilities

• Serve as the first point of contact, creating a warm and professional environment that sets the tone for a positive client experience.
• Guide clients through the intake process by collecting and organizing tax documents, identifying life events, and ensuring all necessary information is ready for the Tax Advisor.
• Clearly communicate the steps of the tax preparation process, review pricing with clients, and answer questions to build trust and reduce anxiety.
• Partner with Tax Advisors to ensure they have all required client information, enabling them to deliver a consultative and efficient tax preparation experience.
• Act as a liaison between the client and the Tax Advisor, ensuring consistent communication and a seamless experience from start to finish.
• Educate clients on H&R Block’s service options and digital tools to enhance convenience and accessibility
• Assist clients who encounter difficulties with paying for or electronically signing their completed tax return by identifying the issue, providing step-by-step guidance, and escalating to the appropriate support channels when necessary to ensure a smooth and timely completion.
• Handle all client information with the highest level of confidentiality and in accordance with company policies and regulatory requirements.
• Work collaboratively with office staff and leadership to continuously improve the client experience and support office goals.
• Conduct follow-up communications to ensure client satisfaction and encourage repeat business or referrals.

Skills

Customer service

Communication

Interpersonal skills

Time management

Education

High school diploma/GED

Tools

Microsoft Office Suite

Job description

H&R Block, Inc. seeks a Client Care Specialist to be the welcoming face and trusted guide for clients throughout their tax journey.

You will work closely with Tax Advisors, gather documentation, and prepare clients for a personalized tax experience, ensuring clarity and confidence at every step. In this client-facing role, you will educate clients on service options, help them navigate digital tools, and coordinate with the Tax Advisors to deliver a smooth, reassuring experience from intake to