Client Care Specialist: Guide to a Confident Tax Journey

H&R Block, Inc.; Georgetown (TX); On-site; USD 15,000 - 22,000; Full time

Job summary

H&R Block is seeking a Client Care Specialist to serve as the welcoming face for clients, guiding them through the tax process and gathering necessary documentation for Tax Advisors. You will communicate steps, review pricing, and build trust to reduce client anxiety while partnering with Tax Advisors for an efficient tax preparation experience.

You will act as a liaison, educate clients on service options and digital tools, and escalate issues when necessary to ensure a smooth completion.

Qualifications

• High school diploma/GED or equivalent.
• 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 HR 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

Verbal & written communication

Tax knowledge

Problem solving

Confidentiality

Time management

Learning agility

Microsoft Office

Teamwork

Education

High school diploma/GED

Tools

Microsoft Office Suite

Job description

H&R Block is seeking a Client Care Specialist to serve as the welcoming face for clients, guiding them through the tax process and gathering necessary documentation for Tax Advisors. You will communicate steps, review pricing, and build trust to reduce client anxiety while partnering with Tax Advisors for an efficient tax preparation experience.

You will act as a liaison, educate clients on service options and digital tools, and escalate issues when necessary to ensure a smooth completion.