Client Experience Specialist

H&R Block, Inc.; New Jersey; On-site; USD 22,000 - 36,000; Full time

Job summary

H&R Block, Inc. is seeking a Client Care Specialist to welcome clients, gather tax documents, and guide them through the tax preparation journey with clear explanations and reassuring support.

In this role, you will collaborate with Tax Advisors, communicate steps and pricing, and ensure a smooth, confidential experience from intake to completion. High school diploma required, with strong service orientation and tech skills.

Qualifications

• One year of customer service experience in a client-facing role.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with a client-first mindset.
• Working knowledge of individual tax return preparation and IRS regulations; passing score on the Tax knowledge assessment.
• Proficiency in Microsoft Office Suite and ability to learn proprietary systems quickly.
• Demonstrated ability to troubleshoot client issues and manage multiple interactions.

Responsibilities

• Serve as the first point of contact and create a warm, professional environment for clients.
• Guide clients through intake, collect and organize tax documents, identify life events.
• Explain steps of the tax preparation process, review pricing, and answer questions.
• Partner with Tax Advisors to ensure they have required client information for a consultative tax experience.
• Act as a liaison between the client and Tax Advisor for a seamless experience from start to finish.
• Educate clients on H&R Block’s service options and digital tools for convenience.
• Assist clients with paying or electronically signing their tax return, guiding them step-by-step.
• Handle all client information with confidentiality and in line 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 and referrals.

Skills

Customer service

Verbal communication

Written communication

Interpersonal skills

Tech proficiency

Problem solving

Time management

Education

High school diploma/GED

Tools

Microsoft Office

Proprietary systems

Job description

H&R Block, Inc. is seeking a Client Care Specialist to welcome clients, gather tax documents, and guide them through the tax preparation journey with clear explanations and reassuring support.

In this role, you will collaborate with Tax Advisors, communicate steps and pricing, and ensure a smooth, confidential experience from intake to completion. High school diploma required, with strong service orientation and tech skills.