Client Experience Specialist

H&R Block; Kyle (TX); On-site; USD 21,000 - 28,000; Full time

Job summary

H&R Block is seeking a Client Care Specialist who serves as the welcoming face for clients and guides them through the intake and tax preparation process. You will work closely with Tax Advisors to gather documentation, explain steps, and ensure a smooth, personalized experience.

The role focuses on building trust, delivering exceptional service, and educating clients about service options and digital tools.

Qualifications

• One year of customer service experience.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with a client-first mindset.
• Working knowledge of individual tax return preparation and relevant IRS regulations.
• Proficiency with technology to support client interactions.
• Ability to learn proprietary systems quickly.

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 steps of the tax preparation process and pricing to clients.
• Partner with Tax Advisors to obtain all required client information.
• Act as a liaison between the client and the Tax Advisor for a seamless experience.
• Educate clients on HR Block’s service options and digital tools.
• Assist clients with paying or electronically signing their tax return and escalate issues as needed.
• Maintain confidentiality and follow company policies and regulatory requirements.
• Collaborate with office staff to improve the client experience and support office goals.
• Conduct follow-up communications to ensure client satisfaction.

Skills

Customer service

Communication

Interpersonal skills

Tax knowledge

Tech aptitude

Microsoft Office

Education

High school diploma/GED

Tools

Microsoft Office Suite

Job description

H&R Block is seeking a Client Care Specialist who serves as the welcoming face for clients and guides them through the intake and tax preparation process. You will work closely with Tax Advisors to gather documentation, explain steps, and ensure a smooth, personalized experience.

The role focuses on building trust, delivering exceptional service, and educating clients about service options and digital tools.