Client Care Specialist

H&R Block; San Marcos (TX); Sur place; USD 32 000 - 42 000; Plein temps

Résumé du poste

H&R Block is seeking a Client Care Specialist to warmly welcome clients, guide them through the intake and tax preparation steps, and liaise with Tax Advisors to ensure a smooth, confident experience. You will explain options, assist with payments, and maintain strict confidentiality while delivering exceptional service.

Ideal candidates have 1+ year in customer service, strong communication, and comfort with technology and tax-related processes in a fast-paced environment.

Qualifications

• 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 IRS regulations; passing score on HR Block Tax knowledge assessment.
• High level of confidence in leveraging technology to support client interactions; proficient in MS Office and learning proprietary systems.
• Demonstrated attention to detail and strong organizational skills to manage multiple client interactions.
• 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 client experience.

Responsabilités

• Serve as the first point of contact, creating a warm and professional environment for a positive client experience.
• Guide clients through the intake process by collecting and organizing tax documents and ensuring 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.
• Partner with Tax Advisors to ensure they have all required client information for a consultative tax preparation experience.
• Act as a liaison between the client and the Tax Advisor to ensure a seamless experience from start to finish.
• Educate clients on HR Block’s service options and digital tools to enhance convenience and accessibility.
• Assist clients with paying for or electronically signing their completed tax return by guiding them and escalating as needed.
• Handle all client information with confidentiality and in accordance with policies and regulations.
• Collaborate with office staff and leadership to improve the client experience and support office goals.
• Conduct follow-up communications to ensure client satisfaction and encourage repeat business or referrals.

Connaissances

Customer service

Verbal communication

Written communication

Interpersonal skills

Tech literacy

MS Office

Problem solving

Organizational skills

Time management

Independent & team work

Adaptability

Service mindset

Formation

High school diploma/GED or equivalent

Outils

Microsoft Office Suite

Proprietary systems

Description du poste

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

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.

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