Acquisition CSP

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...

• 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