Retail Customer Experience Specialist

Overview

Overview:

We are seeking a results-driven customer experience expert with a natural talent for consultative selling for groundbreaking new TurboTax customer-focused Retail locations across the United States. This role is for someone who thrives on guiding customers to the perfect solution and enjoys the satisfaction of turning interest into commitment. The goal is to provide a highly personalized, premium service customer experience where customers feel truly understood and expertly guided.

As an in-person concierge, your role is to be 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 consultant, pinpointing customer requirements and suggesting the ideal solution from the TurboTax network, which includes assisting those who wish to connect with a local tax professional.

This is a seasonal, non-exempt role.

The Impact You'll Make and the Benefits You'll Receive

Your primary mission is to channel your passion for helping people to masterfully connect them to the perfect product. This is a role for someone who is driven by the satisfaction of guiding a customer from uncertainty to "yes." You don't just enjoy the art of conversation; you thrive on leading customers to a successful outcome. Here, your ability to deliver results is directly and generously rewarded through our exciting incentive programs.

Qualifications:

• 3 or more years of experience in a relevant field, such as sales, customer service, or another customer-facing role.
• A proven track record of solving customer problems through effective communication.
• A high school diploma or GED.
• Experience in a sales environment desired 

What You Bring to the Table:

• Proven experience as a trusted guide in a high-touch, customer-facing role where you were responsible for guiding decisions and driving outcomes.
• You are proactive, perceptive, and knowledgeable, with an exceptional ability to build rapport with customers and earn trust quickly.
• You have a true passion for consultative selling. You're energized by the challenge of turning a conversation into a conversion and feel a genuine sense of accomplishment and joy when you successfully find the perfect solution for a customer. You are highly motivated to exceed goals and have a strong desire to be recognized and rewarded for your direct impact on business results.
• An entrepreneurial spirit. You are flexible, comfortable with ambiguity, and thrive in a dynamic "test and learn" environment where processes are still being defined.
• A natural ability to steer conversations to a successful resolution.
• Tax knowledge is ideal, but not required. A passion for providing a world-class customer experience is a must.

If you are a results-oriented and innovative individual with a demonstrated understanding of customers’ individual needs and a natural skill and drive for consultative selling who loves helping people and wants to make a significant impact on a high-profile program, we want to hear from you. Apply today to join us on this exciting journey!

Responsibilities:

• Greet Customers as they enter the Store: As the face of TurboTax brand, you are responsible for ensuring a great first impression when customers enter our new locations.
• Be a Perceptive Guide: Go beyond answering questions to proactively identify the underlying needs of each customer by building immediate rapport and a foundation of trust.
• Drive Decisions: Offer expert, personalized consultations on the TurboTax experience, building excitement and interest. Your goal is to make the customer feel like you understand their unique needs so well that committing to the right service is the natural, easy next step.
• Navigate the Customer Journey: Help customers navigate the entire funnel, from initial uncertainty to a decision, ensuring a seamless and positive transition to the right tax professional.
• Nurture and Convert: Proactively follow up with potential customers, offering continued support and expert guidance to help them get to the finish line.
• Be a Program Pioneer: As a key member of our first retail locations you will provide critical feedback to the company that will directly shape the future of this program.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is: 

Bay Area California $29.20 - $34.40

Southern California $29.20 - $34.40

Illinois $27.80 - $32.70

Maryland $27.80 - $32.70

Minnesota $25.10 - $29.50

New Jersey $29.20 - $34.40

New York $29.20 - $34.40

Washington $29.20 - $34.40

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 ). 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.