Acquisition CSP

Requisition Number

516533BR

What you'll do...

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

Posting Title

Acquisition CSP

What you'll bring to the team...

Education:

High school diploma or equivalentWork Experience:

Ability to concentrate and work effectively in a fast-paced, high volumne 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