Client Care Specialist — Tax Guidance & Support

H&R Block; San Marcos (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Customer service

Verbal communication

Written communication

Interpersonal skills

Tech literacy

MS Office

Problem solving

Organizational skills

Time management

Independent & team work

Adaptability

Service mindset

Education

High school diploma/GED or equivalent

Tools

Microsoft Office Suite

Proprietary systems

Job description

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.