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Client Retention Specialist
Kansas City, MO (USA)
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Company: H&R BLOCK Contact:
Post Date: 03/25/20 Phone:
Job Type: Part Time Fax:
Reference: MOWkuRqq8H Mailing Address:

What you'll do...


The Client Retention Specialist will be responsible for reaching out to clients who are "at risk" of discontinuing service or who may have already discontinued service, in an effort to retain them through a positive and empathetic approach. Conduct outbound calls to clients and provide first call resolution to retain client's loyalty.

  • Conduct outbound calls to clients who are identified as "at risk".
  • Engage the customer to understand their experience and determine next resolution steps to retain the client.
  • Through an empathetic approach and the utilization of retention tools (i.e. coupons, scheduling an appointment with a higher certified tax pro etc.) gain commitment from the client to schedule a tax appointment.
  • Collect key information from the client regarding their experience with H&R Block to aide in identifying trends of possible service breaks.
  • Address any potential negative feedback or comments.Meet customer service level agreements (SLAs) for responsiveness and resolution.
  • Contribute to the development and implementation of strategies to improve customer retentionPerform other job duties as assigned to meet the business

What you'll bring to the team...

Minimum Requirements
  • Two (2) years of customer service experience.
  • High School Diploma or GED.
  • Data entry skills.
  • Dedicated and passionate about customer satisfaction and success.
  • Strong team player who works collaboratively within and external to team to resolve issues and drive success.
  • Excellent verbal, persuasive and written communication skills, with proven ability to -listen".
  • Takes pride in work and pays close attention to detail.
  • Shows flexibility and can adapt to changing business needs.
  • Excellent organizational and time management skills.
  • Self-starter, self-directed and independent thinker.
  • Ability to multi-task and work in a fast-paced environment

About H&R Block...

H&R Block's purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We've been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we've grown to have approximately 12,000 offices throughout the United States and around the world.We are a people company first and a tax company second. People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it's how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it's all those things, and much more.

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