Acquisition CSP

H&R Block Acquisition Client Service Professional

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. Its 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 clients 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