JOB TITLE: Client Service Professional DEPARTMENT: Tax Services LOCATION: Tax Office REPORTS TO: Office Manager I. JOB SUMMARY 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. I ESSENTIAL DUTIES AND RESPONSIBILITIES 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 III.ACCOUNTABILITY Number of employees supervised: Direct___0__ Indirect___0__ Seasonal _0__ Annual operating and/or payroll budget(s): $N/A Annual Sales Volume $ N/A Approval authority limit ($) and type: $ N/A IV. WORK ENVIRONMENT Work Environnent: Normal office environnent with desktop computer(s) Special Physical Requirements: N/A Travel: Travel may be required to attend company-sponsored meetings, training, and events. V.QUALIFICATIONS Education: Completion of a high school diploma or equivalent. An Associate or Bachelor's College Degree is desired. Experience: MINIMUM REQUIREMENTS - Commitment to providing high level of client satisfaction - Strong communications and interpersonal skills - Enthusiastic and friendly disposition - Professional and courteous telephone and face-to-face etiquette - Ability to work in a fast-paced environment PREFERRED QUALIFICATIONS - Previous experience in a customer service environment - Bilingual Spanish (preferred but not required) Technical skills: - Strong computer skills and experience using Windows-based computer systems - Ability to reconcile receipts and prepare bank deposits Special Requirements Specific to Job: - Must be willing to work flexible hours - Additional federal, state, or local requirements may apply THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY INDIVIDUALS ASSIGNED TO THIS POSITION. THEY ARE NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED OF INDIVIDUALS SO CLASSIFIED. REASONABLE ACCOMMODATIONS MAY BE MADE TO ENABLE INDIVIDUALS WITH DISABILITIES TO PERFORM THE ESSENTIAL DUTIES AND RESPONSIBILITIES.