Client Care Navigator for Tax Journeys

H&R Block, Inc.; Burnet (TX); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block, Inc. is seeking a Client Care Specialist to be the welcoming face for clients throughout their tax journey. You will help gather documents, explain the process, and coordinate with Tax Advisors to deliver a personalized tax experience.

The role emphasizes building trust, clear communication, and exceptional service in a fast-paced, client-focused environment. This position is ideal for team players who value accuracy and confidentiality.

Qualifications

• High school diploma or equivalent required.
• 1 year of customer service, preferably in a client-facing role with digital platforms and phone.
• Clear verbal and written communication with empathic explanations.
• Strong interpersonal skills and client-first mindset.
• Familiarity with individual tax return prep and IRS rules; passing score on HR Block tax knowledge test.
• Comfort with technology to support client interactions; learn proprietary systems quickly.

Responsibilities

• Serve as the first point of contact, creating a warm and professional environment for clients.
• Guide clients through intake by collecting tax documents and identifying life events.
• Explain steps of tax prep, review pricing, and answer questions to reduce anxiety.
• Partner with Tax Advisors to ensure they have all required client information.
• Act as liaison between client and Tax Advisor for a seamless experience.
• Educate clients on HR Block service options and digital tools.
• Assist clients with issues paying or signing returns; provide step-by-step guidance.
• Maintain confidentiality and comply with policies and regulations.
• Collaborate with office staff to improve client experience and support goals.
• Conduct follow-ups to ensure satisfaction and encourage referrals.

Skills

Customer service

Communication

Empathy

Organizational skills

Attention to detail

Time management

Problem solving

Teamwork

Education

High school diploma/GED

Tools

MS Office (Word, Excel, Outlook, Teams)

Proprietary systems

Job description

H&R Block, Inc. is seeking a Client Care Specialist to be the welcoming face for clients throughout their tax journey. You will help gather documents, explain the process, and coordinate with Tax Advisors to deliver a personalized tax experience.

The role emphasizes building trust, clear communication, and exceptional service in a fast-paced, client-focused environment. This position is ideal for team players who value accuracy and confidentiality.