[Hiring] Client Relationship Specialist @H&R Block

Role Description

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.

• 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.

Qualifications

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

Requirements

• Primarily remote position.
• Occasional evening and weekend hours may be required during peak filing periods, special projects, or business-critical events.
• High school diploma or equivalent.
• Minimum 1 year of experience in a customer service or financial services position, preferably in a large phone center.

Benefits

• Competitive pay.
• Comprehensive benefits.
• Support for life both in and outside of work.
• Medical and prescription drug coverage.
• Participation in the H&R Block Retirement Savings Plan (401(k) Plan).
• Employee Assistance Program.
• (Virtual) fitness center programs.
• Associate discount program.
• Automatic enrollment in Business Travel Accident Insurance.
• Associate Tax Prep benefit.

Pay Range Information

The pay range for this position is $16.06 - $24.09/Hr. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.