Tax Client Experience Specialist

H&R Block, Inc.; Pflugerville (TX); On-site; USD 40,000 - 50,000; Full time

Job summary

H&R Block is seeking a Client Care Specialist in Pflugerville, TX to welcome clients and guide them through the tax journey with clarity and care. You will collect documentation, explain next steps, and partner with Tax Advisors to ensure a smooth, confident tax experience.

Strong communication, tech comfort, and a client-first mindset are essential to helping clients feel informed and reassured from intake to completion.

Qualifications

• High school diploma or equivalent required.
• 1 year of customer service, preferably with digital platforms and phone communication.
• Strong verbal and written communication skills.
• Client-first mindset with ability to build trust quickly.
• Working knowledge of tax prep processes and IRS regulations.
• Comfort with using technology to support client interactions.
• Proficiency in MS Office and ability to learn proprietary systems.
• Strong troubleshooting, critical thinking, and problem solving.
• Attention to detail and organization in multi-client scenarios.
• Ability to prioritize tasks in a fast-paced environment.
• Self-motivated, collaborative, and adaptable to change.
• Passion for delivering exceptional service to clients.

Responsibilities

• Serve as the first point of contact, creating a warm and professional client experience.
• Guide clients through intake, collecting documents and organizing information for Tax Advisor.
• Explain steps of the tax preparation process, review pricing, and answer questions.
• Partner with Tax Advisors to ensure all required client information is ready.
• Act as a liaison between client and Tax Advisor for a seamless experience.
• Educate clients on HR Block’s service options and digital tools.
• Assist clients with paying or electronically signing tax returns; escalate as needed.
• Handle client information confidentially and in line with policy.
• Collaborate with office staff to improve client experience and meet goals.
• Conduct follow-up to ensure client satisfaction and referrals.

Skills

Customer service

Verbal communication

Written communication

Interpersonal skills

Tax knowledge awareness

Tech-savviness

MS Office

Troubleshooting

Problem solving

Detail oriented

Time management

Teamwork

Adaptability

Customer service excellence

Experience: 2+ years

Education

High school diploma/GED

One year of customer service experience

Tools

MS Office (Word, Excel, Outlook, Teams)

Job description

H&R Block is seeking a Client Care Specialist in Pflugerville, TX to welcome clients and guide them through the tax journey with clarity and care. You will collect documentation, explain next steps, and partner with Tax Advisors to ensure a smooth, confident tax experience.

Strong communication, tech comfort, and a client-first mindset are essential to helping clients feel informed and reassured from intake to completion.