Senior Expat Client Success Lead

H&R Block, Inc.; Kansas; In loco; USD 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

H&R Block is seeking a Senior Client Relationship Professional who serves as the first contact for new expat clients, guiding them through registration and initial setup, and ensuring a smooth, high‑quality experience across the client lifecycle.

You will conduct phone consultations, resolve issues, coordinate with internal teams, and respond to client messages within a 1‑day SLA, using clear, empathetic communication to build trust and loyalty across remote channels.

Competenze

• High school diploma or equivalent.
• Minimum of 2 years of related work experience.

Mansioni

• Serve as the initial point of contact for new clients, guiding them through the entire registration process with clarity and care
• Conduct phone consultations to understand client concerns and goals, identify and remove roadblocks, and establish expectations for the expat service experience
• Simplify and expedite the complex expat tax process by providing personalized, high-touch support and clear explanations
• Respond to active client messages within a 1-day service level, using empathetic, professional, and informative communication
• Identify and elevate complex or tax-specific inquiries to the appropriate internal experts to ensure accurate resolution
• Review reports and client accounts to prioritize outreach based on client status and seasonal needs, ensuring forward momentum
• Establish trust and rapport with clients by acting as their advocate to ensure their needs are met and their concerns are addressed promptly
• Utilize tools like Salesforce and Microsoft Teams to collaborate with peers, share insights, and contribute to enhancing client service practices
• Leave clients with a positive impression and a desire to return next year, thereby fostering long-term loyalty

Conoscenze

Customer service

Communication

Salesforce

Microsoft Teams

Formazione

High school diploma

Associate's degree

Strumenti

Salesforce

Microsoft Teams

Descrizione del lavoro

H&R Block is seeking a Senior Client Relationship Professional who serves as the first contact for new expat clients, guiding them through registration and initial setup, and ensuring a smooth, high‑quality experience across the client lifecycle.

You will conduct phone consultations, resolve issues, coordinate with internal teams, and respond to client messages within a 1‑day SLA, using clear, empathetic communication to build trust and loyalty across remote channels.