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Our Company

At H&R Block, we believe in the power of people helping people. Our defining Purpose is to provide help and inspire confidence in our clients, associates, and communities everywhere. We also believe in a connected culture, valuing diversity and inclusion and making everyone feel like they belong.

We strive to continuously improve our business and have committed to a long-term strategy and transformation plan known as Block Horizons 2025. Our end goal is simple: bigger ambitions, faster transformation, and extraordinary results. It’s an exciting time to be a part of H&R Block!

At H&R Block, we're curious, creative, and always on the move. If you embrace challenges as opportunities and seek to make a meaningful difference where you live, work, and play, our door is always open.

A Typical Day...

The Acquisition Client Service Professional (“CSP”) will deliver an outstanding client experience by creating a warm and welcoming first and lasting impression that exceeds the unique needs and preferences of each client.The CSP (Client Service Professional)- is responsible for welcoming clients, identifying, and addressing the client’s need, and maintaining a pleasant and business-like atmosphere and attitude. The CSP will interact with clients in person or via telephone through inbound and outbound calls. Uses H&R Block systems to schedule and confirm appointments, check in clients, match clients to the optimal Tax Professional (using client matching software); and effectively manage client flow in a tax office. Routinely balances cash register; and receives cash, check, and credit card payments for provided tax services; and provides clients with completed tax returns and checks.

Day to day, you'll...

+ Deliver Outstanding Client Experience

+ Greet clients in a personalized, warm, friendly, and inviting manner by using proper phone and office protocol

+ Match clients to tax professional that is best available to fulfill the client needs by using tools and systems provided such as Client Matching, Client Check-in, Appointment Manager, and Prior Client Calling Program (PCCP)

+ Schedule clients the way they want to be scheduled

+ Manage client wait time expectations

+ Set clear expectations and explain drop-off procedure

+ Assure client focus, confidentiality, and privacy before, during, and after service

+ Identify and communicate products or services to help unique client needs

+ Identify front desk service barriers and proactively offer solutions

+ Handle client exits by verifying current and future needs have been met

+ Own resolution of client issues, using appropriate escalation process, as needed

+ Treat everyone as a client and ensure all interactions positively reflect H&R Block

+ Understand and follow all office procedures and systems, including opening, closing, POS, cash drawer reconciliation, paperwork filing, and H&R Block products

+ Promote Teamwork & Collaboration

+ Understand and support the district and office priorities

+ Contribute to an office environment that promotes a positive client and associate experience

+ Partner with team to maintain office cleanliness, organization, and availability of H&R Block materials

+ Proactively respond to unmet needs of client and office

+ Be an active and cooperative member of your office team by participating in office and district level marketing activities to grow our business.

+ Other duties, as assigned

What you'll bring to the team...

Education:

+ High school diploma or equivalent

Work Experience:

+ Ability to concentrate and work effectively in a fast-paced, high volume environment

+ Professional and courteous telephone and face-to-face etiquette

+ Excellent interpersonal skills to include oral and written communication.

+ Commitment to providing high level of client satisfaction