Customer Advisor, Expert Center+ (Chicago)

Overview About the Role We are seeking a hospitality-focused customer experience professional who finds genuine fulfillment in making people feel welcomed, understood, and well cared for. This role is for someone who thrives on creating warm, personalized interactions and takes pride in leaving every customer better than they found them. The goal is to deliver a premium, highly attentive service experience where customers feel at ease and confident they are in the right place. As an in-person Concierge, you will serve as a trustworthy, approachable, proactive, and knowledgeable guide. You won’t be preparing taxes. Instead, your main strength will be connecting with individuals, understanding their concerns and needs, and helping them make informed choices. You’ll serve as a dedicated host and navigator, listening carefully to each customer’s situation and connecting them with the right service or expert within the TurboTax network. This is a seasonal, non-exempt role. The Impact You’ll Make Your primary mission is to ensure every customer who walks through our doors feels genuinely welcomed, heard, and supported. This is a role for someone who finds deep satisfaction in the quality of the experience they deliver — someone who understands that a calm, confident, well-guided customer is the best outcome. Your warmth, attentiveness, and commitment to service excellence are what set the tone for the entire location. Key Responsibilities Deliver a World-Class Customer Experience Warmly greet customers as they enter the office, setting a welcoming, professional tone from the very first momentListen attentively and ask thoughtful questions to understand each customer’s unique situation, concerns, and needsServe as a knowledgeable guide, helping customers understand their options and feel confident they are being dCGDirected to the right service or expertAccompany customers through their entire experience — from arrival to a smooth hand-off — ensuring every touchpoint feels personal, clear, and supportiveReduce friction at every step: answer questions, resolve concerns, and remove obstacles so the customer experience is as effortless as possibleFollow up thoughtfully with customers to ensure they received the support they needed and that any outstanding questions are resolvedSupport customer acquisition and retention activities, including in-store programming and events, as well as networking and marketing activities outside of the store. Champion the Intuit and TurboTax Brands Serve as the on-the-ground face of Intuit TurboTax, embodying the brand’s commitment to attentive, premium hospitalityProvide critical feedback that directly shapes the employee and customer experience as a key member of our Expert Office locationsCommit to a culture of continuous improvement by actively soliciting and responding to feedback What You Get As a TurboTax Concierge, you’ll receive access to exceptional company benefits and resources, including: 401(k) Savings Plan with company matchingPaid sick timeEmployee Stock Purchase PlanE&O Insurance provided by IntuitEmployee Assistance ProgramDiscounts on Intuit products, including a free copy of TurboTaxOngoing collaboration opportunities with TurboTax’s network of growth-minded professionals Qualifications Experience & Education 3 or more years of experience in a relevant field such as hospitality, customer service, guest relations, or another high-touch customer-facing roleA proven track record of delivering exceptional customer experiences and resolving customer needs through effective communication and empathyA high school diploma or GED Role Requirements Full availability for a flexible 20-hour minimum weekly schedule, including afternoons, evenings, and weekendsThis role requires the ability to stand, walk, and bend for extended periods throughout the workday; reasonable accommodations may be made for individuals with disabilitiesWillingness to adhere to company standards including time and attendance, office etiquette, and uniform and grooming standards What You Bring Proven experience in a high-touch, customer-facing role where delivering a warm, attentive, and seamless experience was the primary measure of successProactive, perceptive, and empathetic — with an exceptional ability to read a customer’s needs, build rapport quickly, and make people feel genuinely at easeA deep passion for hospitality and service excellence — you are energized by creating moments where customers feel truly cared for and leave better than they arrivedA calm, reassuring presence that helps customers navigate unfamiliar or stressful situations with confidenceFlexible and comfortable with ambiguity, thriving in a dynamic environment where processes are still being refinedA natural ability to listen actively, communicate clearly, and guide customers to a positive resolutionThrives in a collaborative team setting and demonstrates respect for colleaguesCommitted to a culture of continuous improvement through actively soliciting and responding to feedbackTax and financial services knowledge is ideal, but not required — a genuine passion for providing a world-class service experience is a must If you are a service-oriented professional who is passionate about creating exceptional customer experiences, thrives in a hospitable and people-first environment, and wants to make a meaningful impact on a high-profile program, we want to hear from you. Apply today to join us on this exciting journey! Intuit Provides a Competitive Compensation Package With a Strong Pay For Performance Rewards Approach. The Expected Base Pay Range For This Position Is Illinois $20.38 - $22.38 This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.