Senior Customer Advisor, Expert Center+ (Los Angeles)

Expert Office Concierge Specialist

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. As an Expert Office Concierge Specialist, you'll spend the majority of your time (~80%) delivering this experience directly working independently to manage the full customer journey and serving as a trusted resource for newer team members. In addition, Specialists may be designated as key carriers. In this capacity (~20% of your time), you'll take on backup operational responsibilities such as opening or closing the office and serving as a temporary point of contact for the team when the office manager is not onsite. This is coverage, not a standing leadership function: your manager retains ownership of day-to-day office operations, and your role is to keep things running smoothly during the short windows when they're unavailable. 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, while applying sound judgment to resolve customer situations with limited oversight. This is a year-round role.

Your work ensures every customer feels genuinely welcomed, heard, and supported and you help set the standard other Concierges follow. When called on as a key carrier, your reliability and good judgment keep the office opening, closing, and running smoothly even when office leadership isn't physically present.

What You'll Do:

• Deliver a World-Class Customer Experience
• Warmly greet customers as they enter the office, setting a welcoming, professional tone from the very first moment
• Listen attentively and ask thoughtful questions to understand each customer's unique situation, concerns, and needs
• Serve as a knowledgeable guide, helping customers understand their options and feel confident they are being directed to the right service or expert
• Accompany customers through their entire experience from arrival to a smooth hand-off ensuring every touchpoint feels personal, clear, and supportive
• Reduce friction at every step: answer questions, resolve concerns, and remove obstacles so the customer experience is as effortless as possible
• Follow up thoughtfully with customers to ensure they received the support they needed and that any outstanding questions are resolved
• Support customer acquisition and retention activities, including in-store programming and events, as well as networking and marketing activities outside of the store.
• Serve as an in-office escalation point for customer concerns, resolving issues promptly and effectively.
• Champion the Intuit and TurboTax Brand
• Serve as the on-the-ground face of Intuit TurboTax, embodying the brand's commitment to attentive, premium hospitality
• Identify recurring customer friction points and share observations with office leadership to support continuous improvement
• Support Team Development
• Serve as a go-to resource for newer Concierges on customer service standards and office processes
• Support onboarding of new Concierges by modeling service standards and office procedures
• Serve as a Temporary Operational Point of Contact
• Open and/or close the office following established procedures when designated as the key carrier for a shift
• Host a brief team huddle to align on priorities and customer flow when covering for office leadership
• Serve as a temporary escalation point for team or customer issues that arise while the manager is not onsite, using existing office guidelines and escalating anything outside those guidelines to office leadership
• Identify and resolve routine operational issues (e.g., technology, facilities) during manager absences using established procedures, and immediately escalate anything related to safety or outside those procedures

What You Get:

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:

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 role
• A proven track record of delivering exceptional customer experiences and resolving customer needs through effective communication and empathy, with the ability to work independently and exercise judgment
• A high school diploma or GED

Role Requirements:

• Full availability for a flexible 20-hour minimum weekly schedule, including afternoons, evenings, and weekends
• This role requires 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
• Willingness and ability to be designated as a key carrier, including completing any required opening/closing and safety training, and being entrusted with office keys/access credentials

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 success, with demonstrated ability to work independently
• 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
• Comfortable resolving ambiguous or unfamiliar customer situations with limited day-to-day supervision
• A natural ability to listen actively, communicate clearly, and guide customers to a positive resolution
• Comfortable acting as an informal resource for newer team members
• Reliable and accountable when entrusted with additional responsibility, such as opening/closing the office or serving as a temporary point of contact in the manager's absence
• Good judgment about when to resolve an issue directly versus escalate it particularly for safety-related matters
• Tax 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 grow within a dynamic Expert Office 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: Southern California $23.54 - $25.54. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs.