Client Care Specialist

H&R Block•Lakeway, TX

13h

About The Position

As a Client Care Specialist at H&R Block, you are the welcoming face and trusted guide for our clients. You play a critical role in delivering a transformative and reassuring experience by ensuring clients feel confident, informed, and cared for throughout their tax journey. Working closely with Tax Advisors, you help clients understand the process, gather necessary documentation, and prepare them for a consultative and personalized tax experience. Your ability to build trust and provide clarity is essential to fulfilling our brand purpose—to provide help and inspire confidence in our clients and communities everywhere. This role is ideal for someone who thrives in a client-facing environment, values teamwork and relationship-building, and is passionate about delivering exceptional service.

Requirements

High school diploma/GED or equivalent
One year of customer service experience, preferably in a client-facing role involving digital platforms and phone communication.
Excellent verbal and written communication skills, with the ability to explain complex processes in a clear and empathetic manner.
Strong interpersonal skills with a client-first mindset and the 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 ability to learn proprietary systems quickly.
Demonstrated ability to troubleshoot client issues, think critically, and resolve concerns efficiently and professionally.
Strong attention to detail and organizational skills to manage multiple client interactions and ensure timely follow-up.
Ability to prioritize tasks and manage time effectively in a fast-paced environment.
Self-motivated with the ability to work independently and as part of a team.
Flexible and adaptable to changing business needs, client demands, and evolving processes.
Passion for delivering exceptional service and creating a positive, reassuring experience for every client.

Nice To Haves

2 years of customer service experience, preferably in a client-facing role involving digital platforms and phone communication.

Responsibilities

Serve as the first point of contact, creating a warm and professional environment that sets the tone for a positive client experience.
Guide clients through the intake process by collecting and organizing tax documents, identifying life events, and ensuring all necessary information is ready for the Tax Advisor.
Clearly communicate the steps of the tax preparation process, review pricing with clients, and answer questions to build trust and reduce anxiety.
Partner with Tax Advisors to ensure they have all required client information, enabling them to deliver a consultative and efficient tax preparation experience.
Act as a liaison between the client and the Tax Advisor, ensuring consistent communication and a seamless experience from start to finish.
Educate clients on H&R Block’s service options and digital tools to enhance convenience and accessibility.
Assist clients who encounter difficulties with paying for or electronically signing their completed tax return by identifying the issue, providing step-by-step guidance, and escalating to the appropriate support channels when necessary to ensure a smooth and timely completion.
Handle all client information with the highest level of confidentiality and in accordance with company policies and regulatory requirements.
Work collaboratively with office staff and leadership to continuously improve the client experience and support office goals.
Conduct follow-up communications to ensure client satisfaction and encourage repeat business or referrals.