About the Role:
Work Environment: Standard Office Environment
Special Physical Requirements: Negligible
Travel: Less than 10% of the time
The Lead Client Relationship Professional is responsible for leading a team of CRPs who assist clients through the entire virtual tax preparation experience from registration to acceptance of the return from the IRS. The Lead Client Relationship Professional will also achieve client service excellence and operational efficiency, including assisting clients with technical issues and procedural tax filing questions, handling inbound calls, scheduling and planning, client messaging, and task completion, while also supporting various tax advisor activities. The Lead Client Relationship Professional will supervise, train, coach, and mentor a team of Client Relationship Professional associates and will work with their manager to define and develop individuals and a team committed to excellence in client service through feedback, coaching, and recognition. Meet and exceed service level agreements and all client, department, and company expectations.
- Follow established processes, policies, and procedures to achieve desired results by completing tasks within the desired SLA, all while maintaining client privacy and data protection. 25%
- Directly manage individual and team performance, including coaching, training, and developing standard operating procedures, to meet and exceed service level agreements and all client, department, and company expectations. 20%
- Handle client messaging and calls. 15%
- Maintain knowledge database and Training Materials 10%
- Serve as first responder to technology issues and filing questions, as well as answering client escalations and exercising decision-making ability to escalate to manager when appropriate and pursue a resolution through the client portal and/or phone calls. 10%
- Measure the team's daily task completion to set forth objectives and determine the reallocation of tasks. Document team members' performance for the manager to provide recognition or take corrective action as needed. 5%
- Assist with hiring, scheduling, and staffing needs. Participate in new-hire training, refresher training, and cross-training, as well as peak-season staffing strategy and the following year's planning. 5%
- Review individual and team metrics daily. Analyze and report trends that impact the Service Center's and the company's success. 5%
- General administrative word processing, filing, and scanning. 5%
Required Qualifications:
Education:
- Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience.
Work Experience:
- Ability to manage communications and work flow with many clients concurrently
- Ability to successfully utilize spreadsheets, databases, report generation programs, calling and associate tracking systems and various software programs such as Internet Explorer and Microsoft Office Suite products of Word, Power Point, Excel and Outlook.
- Analytical and detail oriented
- 5 years minimum related work experience
- oral, written, and interpersonal communication skills
- Superior organizational skills; attention to detail, and ability to prioritize and manage multiple tasks.
- Supervisory or team leader experience to include demonstrated coaching skills and the ability to grow and develop associates.
Preferred Qualifications:
Work Experience:
- Call center experience
- Demonstrated organization, prioritization, and project coordination skills
- General tax knowledge as it relates to the filing process and tax documents
Why work for us:
At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.
That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.
Pay Range Information:
The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.
Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.
Pay Range:
$25.10 - $37.64/Hr.
