Senior Customer Advisor, Expert Center

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.

• 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.

• Serve as the on-the-ground face of Intuit Turbo Tax, embodying the brand’s commitment to attentive, premium hospitality
• Identify recurring customer friction points and share observations with office leadership to support continuous improvement

• 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

• 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…