Hybrid Acquisition CSP bei H&R Block

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.

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

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