Client Care Specialist: Trusted Guide for Tax Day

H&R Block; Taylor (TX); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

HR Block in Taylor, TX seeks a Client Care Specialist to welcome clients and guide them through the tax journey. You will collect documents, explain steps, and coordinate with Tax Advisors to ensure a smooth, personalized experience.

This role emphasizes confidentiality, teamwork, and excellent service, with opportunities to learn digital tools and support clients from intake to completion.

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 preparation and IRS regulations; passing HR Block’s Tax knowledge assessment test.
• 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 for a positive client experience.
• Guide clients through the intake process by collecting and organizing tax documents, identifying life events, and ensuring information is ready for the Tax Advisor.
• Clearly communicate 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 for a consultative and efficient tax preparation experience.
• Act as a liaison between the client and the Tax Advisor, ensuring consistent communication from start to finish.
• Educate clients on HR 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 guiding and escalating as needed.
• Handle all client information with confidentiality and in accordance with policies and regulatory requirements.
• Work 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

Skills

Customer service

Verbal communication

Written communication

Interpersonal skills

Time management

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Proprietary systems

Job description

HR Block in Taylor, TX seeks a Client Care Specialist to welcome clients and guide them through the tax journey. You will collect documents, explain steps, and coordinate with Tax Advisors to ensure a smooth, personalized experience.

This role emphasizes confidentiality, teamwork, and excellent service, with opportunities to learn digital tools and support clients from intake to completion.