The 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.
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
H&R Block - 10 months ago