Lead Client Service Professional

Job Description

JOB SUMMARY:
The Lead Client Service Professional is responsible for the daily management and performance of the front desk staff of multiple H&R Block tax offices, serving as the front-line Manager responsible for leadership and development of all Client Service Professionals.  The successful candidate will be responsible for training, lending expertise to, supervising and coaching associates to get desired results to improve the client experience and achieve new client growth and retention targets.  The Lead Client Service Professional will report directly to the City Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Partner with Scheduling Staff to Develop and Execute Staffing Plan
• Provide recommendations on staffing based on business needs
• Manage the labor spend through timely monitoring and execution of staffing needs
• Attend all required Webinars, meetings and conference calls

• Participate in the Recruitment & interviewing of all New Client Service Professional positions ensuring that tax offices are appropriately staffed
• Participate in the development and execution of the  retention plan to retain our seasonal associates
• Build a collaborative team environment
• Ensure team members are on-boarded & trained appropriately
• Build a recognition culture in each office to drive associate engagement

• Assess performance and conduct timely performance reviews
• Recommend and implement necessary corrective action (with City Manager support)
• Coach to elevate performance and implement necessary training/re-training

• Manage staffing schedules, gaps and conflicts
• Manage office supply requests
• Purchase supplies and equipment and resolve maintenance issues
• Monitor phone protocol and appointment management
• Manage daily close procedures, including timely bank deposits
• Manage office readiness and shut down

• Ensure outstanding end-to-end client experience
• Ensure office reflects the brand to our clients by consistently exceeding minimum standards
• Resolve client issues
• Ensure client privacy and data confidentiality

Accelerate Growth:
• Generate Office Growth
• Implement and manage office growth programs and marketing strategy
• Develop local partnerships; be active and visible in community

Other Duties As Assigned

MINIMUM QUALIFICATIONS
• High school diploma or GED required
• Bachelor’s degree in Business or other related field OR an equivalent combination of education and experience preferred
• Minimum of three years of related experience working in a retail environment, minimum two years retail management experience OR equivalent combination of education and  experience.
• Excellent verbal and written communication skills
• Good decision-making skills and the ability to function well in a fast-paced environment.
• Able to exercise independent judgment with minimal supervision
• Possess strong organizational skills sufficient to plan and manage day-to-day office operations
• Demonstrated aptitude for business plan execution and desire to grow the business
• Interpersonal and client orientation skills focused on actively seeking to understand and meet client needs
• Must possess or demonstrate supervisory skills sufficient to guide associates, as well as demonstrate core leadership behaviors to grow and develop associates
• Understanding and previous use of a Windows-based computer system
• Demonstrated effective facilitation/training skills

PREFERRED QUALIFICATIONS
• Completion of H&R Block Income Tax Course or equivalent
• Bilingual (Spanish speaking)