Client Experience Advocate

H&R Block; Georgetown (TX); On-site; USD 32,000 - 45,000; Full time

Job summary

H&R Block is seeking a Client Care Specialist in a client-facing role to warmly 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 tax experience.

You’ll build trust, manage inquiries, and help clients navigate pricing, digital tools, and signatures while upholding confidentiality in a fast-paced environment.

Qualifications

• 1 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 clearly.
• Strong interpersonal skills with a client-first mindset and the ability to build trust quickly.
• Working knowledge of individual tax return preparation and 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 Word, Excel, Outlook, Teams and ability to learn proprietary systems quickly.
• Attention to detail and organizational skills to manage multiple client interactions and ensure timely follow-up.
• Ability to prioritize tasks and work independently or in a team.
• Flexible and adaptable to changing business needs and client demands.
• 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 clients.
• Guide clients through the intake process by collecting and organizing tax documents.
• Clearly communicate the steps of the tax preparation process and discuss pricing with clients.
• Collaborate with Tax Advisors to ensure all required client information is available.
• Act as a liaison to maintain consistent communication from start to finish.
• Educate clients on H&R Block’s service options and digital tools.
• Assist clients with paying or electronically signing their tax return and escalate issues when needed.
• Maintain client confidentiality and comply with policies and regulations.
• Work with office staff to improve the client experience and support office goals.
• Conduct follow-up communications to ensure client satisfaction.

Skills

Customer service

Verbal and written communication

Interpersonal skills

Tech-savviness

Problem solving

Education

High school diploma/GED

Tools

Microsoft Office Suite

Proprietary systems

Job description

H&R Block is seeking a Client Care Specialist in a client-facing role to warmly 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 tax experience.

You’ll build trust, manage inquiries, and help clients navigate pricing, digital tools, and signatures while upholding confidentiality in a fast-paced environment.