Client Support Specialist

Our Company

At H&R Block, we are on a mission to empower our clients, associates, and communities through exceptional service and support. We believe in the strength of human connections and are committed to fostering a culture of belonging and collaboration.

We are excited to share our long-term growth strategy known as Block Next, focusing on innovation, enhancing client experience, and driving sustainable growth. This roadmap is designed to revolutionize how we connect and serve our clients in the tax industry.

If you thrive in dynamic environments and see challenges as opportunities, we encourage you to consider joining our team

Your Role…

As a Client Support Specialist at H&R Block, you will be the friendly face that clients can rely on for guidance and support. In this pivotal role, you will create a reassuring and informative environment for clients throughout their tax journey. You will collaborate closely with Tax Advisors to help clients prepare for a smooth and personalized tax experience. Your focus on building trust and clear communication directly contributes to our commitment to inspiring confidence in our clients.

A Great Fit If You Have...

• Two years of tax-related experience.
• 1-2 years of customer service experience in client-facing roles, particularly using digital platforms and phone communication.
• A Bachelor's degree or equivalent experience.

Key Responsibilities Include...

• Being the first point of contact for clients and creating a welcoming atmosphere that enhances their experience.
• Guiding clients through the intake process, gathering tax documents, and preparing necessary information for Tax Advisors.
• Clearly communicating the tax preparation process, addressing client inquiries, and building trust.
• Partnering with Tax Advisors to ensure they have complete client information for a seamless experience.
• Maintaining effective communication between clients and Tax Advisors throughout the process.
• Educating clients about H&R Block’s service options and digital tools for convenience.
• Assisting clients with payment and electronic signing difficulties, providing guidance, and escalating when necessary.
• Handling all client information with confidentiality and compliance to regulations.
• Collaborating with office staff and leadership to enhance client experience and achieve office objectives.
• Conducting follow-ups to ensure client satisfaction and promote repeat business.

Your Skills and Attributes...

• Excellent communication skills, able to explain processes clearly and empathetically.
• Strong interpersonal skills with a focus on client relationships and trust-building.
• Knowledge of individual tax preparation and IRS regulations; completion of Income Tax Course (ITC) or H&R Block's Tax knowledge assessment preferred.
• Comfortable using technology to aid client interactions.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams) with the ability to learn proprietary systems.
• Adept at troubleshooting client issues and resolving concerns efficiently.
• Detail-oriented and organized to manage multiple client interactions promptly.
• Capable of prioritizing tasks and managing time effectively in fast-paced settings.
• Self-driven and collaborative, able to work independently or as part of a team.
• Adaptable to changing business needs and evolving client demands.
• A passion for delivering outstanding service and creating a reassuring experience for clients.
• High school diploma or equivalent.

Why Join Us?

At H&R Block, we prioritize your well-being and invest in your personal and professional growth through various benefits tailored to your unique needs.

• Access to an Employee Assistance Program and wellbeing programs.
• Support for neurodiversity and caregiving needs for you and your family.
• Enjoy discounts on various everyday items and services.
• Medical Coverage, 401k Retirement Savings Plan and Employee Stock Purchase Plan available with additional eligibility.

The Community You Will Join:

At H&R Block, we are dedicated to cultivating a Connected Culture, where trust, care, and connection are integral to our work environment. Here, you will find a supportive and encouraging atmosphere where colleagues work together to achieve success.

H&R Block is proud to be an equal opportunity employer, celebrating diversity in the workplace and welcoming individuals regardless of their background. If you are ready to make an impactful difference, join us at H&R Block