Seasonal Client Relationship Specialist

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Act as the main point of contact for clients during the virtual tax preparation journey.

• Proactively oversee client communications, set clear expectations, and address any concerns.

• Analyze and resolve intricate client issues by reviewing account history, documentation, system information, and available resources.

• Conduct phone and virtual consultations to comprehend client needs, eliminate obstacles, and assist clients in navigating the service process.

• Address inquiries via phone, email, website, and software platforms within established service level expectations.

• Foster trusted client relationships through empathetic, professional, and tailored service.

• Keep accurate records of client interactions in Salesforce and other CRM systems.

• Collaborate with Tax Advisors, Client Relationship Professionals, and cross-functional teams to meet client needs.

• Support engagement completion activities, including payment collection, authorization forms, and final documentation requirements.

• Contribute to ongoing improvement by providing feedback, identifying process enhancements, and endorsing organizational best practices.

• Encourage client retention through positive service experiences that foster future engagement and referrals.

⛳️ Requirements

• Strong client service, relationship-building, and communication abilities.

• Proven capability to manage multiple priorities in a fast-paced, remote setting.

• Excellent critical thinking, problem-solving, and decision-making skills.

• Ability to handle sensitive client situations with empathy and professionalism.

• Experience with CRM systems, particularly Salesforce, is preferred.

• Strong organizational and documentation skills with keen attention to detail.

• Proficiency in Microsoft Office applications and collaboration tools like Microsoft Teams.

• Ability to work independently while effectively collaborating within a team environment.

• Previous experience in customer service, client support, account management, or tax-related operations is preferred.

• High school diploma or equivalent required.

• A minimum of 1 year experience in a customer service or financial services role, ideally in a large phone center.

🏝️ Benefits

• Medical and prescription drug coverage for qualifying associates and eligible dependents.

• H&R Block Retirement Savings Plan (401(k) Plan).

• Employee Assistance Program.

• (Virtual) fitness center programs.

• Associate discount program.

• Business Travel Accident Insurance.

• Associate Tax Prep benefit.

• Competitive pay.

• Support for life both in and outside of work.

• Occasional evening and weekend hours may be required during peak filing periods, special projects, or business-critical events.