Customer Advisor, Expert Center+ (Chicago)

In-Person Concierge

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.

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 include:

• Delivering a world-class customer experience
• Warmly greeting customers as they enter the office, setting a welcoming, professional tone from the very first moment
• Listening attentively and asking thoughtful questions to understand each customer's unique situation, concerns, and needs
• Serving as a knowledgeable guide, helping customers understand their options and feel confident they are being directed to the right service or expert
• Accompanying customers through their entire experience from arrival to a smooth hand-off ensuring every touchpoint feels personal, clear, and supportive
• Reducing friction at every step: answering questions, resolving concerns, and removing obstacles so the customer experience is as effortless as possible
• Following up thoughtfully with customers to ensure they received the support they needed and that any outstanding questions are resolved
• Supporting customer acquisition and retention activities, including in-store programming and events, as well as networking and marketing activities outside of the store
• Championing the Intuit and TurboTax brands
• Serving as the on-the-ground face of Intuit TurboTax, embodying the brand's commitment to attentive, premium hospitality
• Providing critical feedback that directly shapes the employee and customer experience as a key member of our Expert Office locations
• Committing to a culture of continuous improvement by actively soliciting and responding to feedback

As a TurboTax Concierge, you'll receive access to exceptional company benefits and resources, including:

• 401(k) Savings Plan with company matching
• Paid sick time
• Employee Stock Purchase Plan
• E&O Insurance provided by Intuit
• Employee Assistance Program
• Discounts on Intuit products, including a free copy of TurboTax
• Ongoing collaboration opportunities with TurboTax's network of growth-minded professionals

Qualifications include:

• 3 or more years of experience in a relevant field such as hospitality, customer service, guest relations, or another high-touch customer-facing role
• A proven track record of delivering exceptional customer experiences and resolving customer needs through effective communication and empathy
• A high school diploma or GED

Role requirements include:

• Full availability for a flexible 20-hour minimum weekly schedule, including afternoons, evenings, and weekends
• The ability to stand, walk, and bend for extended periods throughout the workday; reasonable accommodations may be made for individuals with disabilities
• Willingness to adhere to company standards including time and attendance, office etiquette, and uniform and grooming standards

What you bring includes:

• Proven experience in a high-touch, customer-facing role where delivering a warm, attentive, and seamless experience was the primary measure of success
• Proactive, perceptive, and empathetic with an exceptional ability to read a customer's needs, build rapport quickly, and make people feel genuinely at ease
• A deep passion for hospitality and service excellence you are energized by creating moments where customers feel truly cared for and leave better than they arrived
• A calm, reassuring presence that helps customers navigate unfamiliar or stressful situations with confidence
• Flexible and comfortable with ambiguity, thriving in a dynamic environment where processes are still being refined
• A natural ability to listen actively, communicate clearly, and guide customers to a positive resolution
• Thrives in a collaborative team setting and demonstrates respect for colleagues
• Committed to a culture of continuous improvement through actively soliciting and responding to feedback

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!