Client Experience Specialist

H&R Block, Inc.; Marble Falls (TX); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block in Texas seeks a Client Care Specialist to greet clients, gather tax documents, and guide them through the intake and pricing steps with empathy.

This role partners with Tax Advisors to deliver a smooth, personal tax experience, handle confidential information, and help clients feel informed and cared for throughout the process. You will educate clients on service options and assist with digital tools to ensure a seamless journey.

Qualifications

• High school diploma or GED required.
• One year of customer service experience preferred in a client-facing role with digital platforms and phone communication.
• Excellent verbal and written communication with empathetic, clear explanations.
• Strong interpersonal skills with a client-first mindset and 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 Microsoft Office Suite (Word, Excel, Outlook, Teams) and quick learning of proprietary systems.
• Ability to troubleshoot client issues, think critically, and resolve concerns efficiently and professionally.
• Strong attention to detail and organization to manage multiple client interactions and timely follow-ups.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Self-motivated, able to work independently and as part of a team.
• Flexible and adaptable to changing business needs and processes.
• Passion for delivering exceptional service and a positive 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 information for the Tax Advisor.
• Clearly communicate steps of the tax preparation process and review pricing with clients.
• Partner with Tax Advisors to ensure they have all required client information for a consultative tax experience.
• Act as a liaison between the client and the Tax Advisor to ensure seamless communication from start to finish.
• Educate clients on HR Block’s service options and digital tools for convenience.
• Assist clients with paying or electronically signing their tax return, guiding and escalating as needed.
• Handle all client information with confidentiality per policies and regulations.
• Collaborate with office staff to improve client experience and support office goals.
• Conduct follow-ups to ensure client satisfaction and encourage referrals.

Skills

Customer service

Communication skills

Empathy

Problem solving

Microsoft Office

Tech-savvy

Teamwork

Time management

Education

High school diploma or GED

Tools

Microsoft Office

CRM software

Job description

H&R Block in Texas seeks a Client Care Specialist to greet clients, gather tax documents, and guide them through the intake and pricing steps with empathy.

This role partners with Tax Advisors to deliver a smooth, personal tax experience, handle confidential information, and help clients feel informed and cared for throughout the process. You will educate clients on service options and assist with digital tools to ensure a seamless journey.