Seasonal, Client Relationship Specialist

H&R Block•Remote, OH

4d•Remote

About The Position

The Client Relationship Specialist (CRS) serves as the primary point of contact for clients throughout their virtual tax service journey, ensuring a seamless, supportive, and high-quality client experience. This role is responsible for proactively managing client communications, resolving service and technical concerns, coordinating activities across internal teams, and advocating for clients from onboarding through completion. The CRS builds trusted relationships through personalized support, clear communication, and effective problem solving. As part of H&R Block Assisted Operations, this position plays a critical role in driving client satisfaction, retention, and loyalty through remote service delivery.

Requirements

Strong client service, relationship-building, and communication skills.
Demonstrated ability to manage multiple priorities in a fast-paced, remote environment.
Excellent critical thinking, problem-solving, and decision-making capabilities.
Ability to navigate sensitive client situations with empathy and professionalism.
Strong organizational and documentation skills with attention to detail.
Proficiency with Microsoft Office applications and collaboration tools such as Microsoft Teams.
Ability to work independently while collaborating effectively within a team environment.

Nice To Haves

Experience working with CRM systems, including Salesforce, preferred.
Prior experience in customer service, client support, account management, or tax-related operations preferred.

Responsibilities

Serve as the primary point of contact for clients, providing guidance and support throughout the virtual tax preparation process.
Deliver an exceptional client experience by proactively managing communications, setting expectations, and addressing concerns.
Analyze and resolve complex client issues by reviewing account history, documentation, system information, and available resources.
Conduct phone and virtual consultations to understand client needs, remove barriers, and help clients navigate the service process.
Respond to inquiries received through phone, email, website, and software platforms within established service level expectations.
Build trusted client relationships through empathy, professionalism, and personalized service.
Maintain accurate and thorough documentation of all client interactions within Salesforce and other CRM systems.
Partner with Tax Advisors, Client Relationship Professionals, and cross-functional teams to ensure timely resolution of client needs.
Assist clients with engagement completion activities, including payment collection, authorization forms, and final documentation requirements.
Contribute to continuous improvement efforts by sharing feedback, identifying process enhancements, and supporting best practices across the organization.
Promote client retention by delivering a positive experience that encourages future engagement and referrals.