Client Care Specialist

H&R Block; Pflugerville (TX); On-site; USD 2,066,000 - 3,031,000; Full time

Job summary

H&R Block, a leading tax services firm in Pflugerville, TX, seeks a Client Care Specialist to greet clients and guide them through the tax journey. You will collect documents, explain steps, and coordinate with Tax Advisors to deliver a personalized tax experience.

The role emphasizes client trust, clear communication, and a supportive, service-driven approach in a fast-paced environment with collaboration across offices.

Qualifications

• 1 year of customer service experience or more, with digital platforms and phone communication.
• Excellent verbal and written communication, able to explain complex processes clearly.
• Strong interpersonal skills with a client-first mindset and ability to build trust quickly.
• Working knowledge of individual tax return preparation and IRS regulations; must pass HR Block Tax knowledge assessment.
• Comfort using technology to support client interactions and learning new software.

Responsibilities

• Serve as the first point of contact, creating a warm, professional client experience.
• Guide clients through intake, collect and organize tax documents, and prepare for Tax Advisor review.
• Clearly communicate the tax preparation steps, review pricing, and answer questions to reduce anxiety.
• Collaborate with Tax Advisors to ensure necessary client information is available for preparation.
• Act as liaison between client and Tax Advisor to ensure smooth, timely service.
• Educate clients on HR Block service options and digital tools for convenience.
• Assist clients with paying or electronically signing their return, guiding steps and escalating when needed.
• Maintain confidentiality and comply with policies and regulatory requirements.
• Work with staff and leadership to improve client experience and support office goals.
• Conduct follow-up to ensure satisfaction and encourage referrals.
• High school diploma/GED or equivalent.

Skills

Customer service

Verbal communication

Interpersonal skills

Tech-savvy

Attention to detail

Education

High school diploma or GED

Tools

Microsoft Office

Proprietary systems

Job description

About The Role

As a Client Care Specialist at H&R Block, you are the welcoming face and trusted guide for our clients. You play a critical role in delivering a transformative and reassuring experience by ensuring clients feel confident, informed, and cared for throughout their tax journey. Working closely with Tax Advisors, you help clients understand the process, gather necessary documentation, and prepare them for a consultative and personalized tax experience. Your ability to build trust and provide clarity is essential to fulfilling our brand purpose—to provide help and inspire confidence in our clients and communities everywhere. This role is ideal for someone who thrives in a client-facing environment, values teamwork and relationship-building, and is passionate about delivering exceptional service

• 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.
• High school diploma/GED or equivalent

Required Qualifications

• One year of customer service experience, preferably in a client-facing role involving digital platforms and phone communication.
• Excellent verbal and written communication skills, with the ability to explain complex processes in a clear and empathetic manner.
• Strong interpersonal skills with a client-first mindset and the ability to build trust quickly
• Working knowledge of individual tax return preparationand 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

Preferred Qualifications

• 2 years of customer service experience, preferably in a client-facing role involving digital platforms and phone communication.

Why work for us

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation. That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.