Retail Customer Experience Specialist

Intuit Inc.; Los Angeles (CA); On-site; USD 38,572 - 44,083; Full time

Benefits offered by this job

401(k) Savings Plan

Health benefits

Paid time off

Employee Stock Purchase Plan

Discounts on Intuit products

Birthday off

Job summary

Intuit Inc. in Southern California is seeking an in-person Customer Advisor focused on hospitality to warmly welcome customers, understand their needs, and guide them to the right TurboTax service. This role is about genuine care and high-touch service.

As the on-the-ground host, you will greet guests, listen attentively, explain options, and ensure a smooth, personal experience from arrival to hand-off, while reducing friction and following up on outstanding questions.

Qualifications

• 3+ years in hospitality, customer service, guest relations, or similar high-touch role.
• Proven track record delivering exceptional customer experiences through empathy and effective communication.
• High school diploma or GED.
• Hospitality/retail experience preferred.

Responsibilities

• Warmly greet customers as they enter the store, establishing a welcoming tone from the first moment.
• Listen attentively and ask thoughtful questions to understand each customer’s situation and needs.
• Guide customers to understand their options and ensure they are directed to the right TurboTax service or expert.
• Accompany customers through the full experience from arrival to hand-off, ensuring a personal, clear, and supportive touchpoint.
• Reduce friction by answering questions, resolving concerns, and removing obstacles to an effortless experience.
• Follow up with customers to confirm they received needed support and that any questions are resolved.

Skills

Customer service

Hospitality

Guest relations

Effective communication

Education

High school diploma

Job description

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. The goal is to provide a thoughtful, high-touch service experience that makes every customer feel genuinely cared for and reassured they are in the right hands.

As an in-person Customer Advisor, 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 year-round, non-exempt role. Seasonal contract roles are available as well.

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 and takes pride in defining the customer experience from the moment a customer walks through the door.

Key Responsibilities

Deliver a World-Class Customer Experience

• Warmly greet customers as they enter the store, 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

Champion the Intuit and TurboTax Brands

• Serve as the on-the-ground face of Intuit TurboTax, embodying the brand’s commitment to attentive, premium hospitality
• Provide critical feedback that directly shapes the employee and customer experience as a key member of our retail locations
• Commit to a culture of continuous improvement by actively soliciting and responding to feedback

Benefits

As a year around TurboTax Customer Advisor, you’ll receive access to exceptional company benefits and resources, including:

• 401(k) Savings Plan with company matching*
• Health benefits - including medical, dental and vision coverage for you and qualifying dependents.
• Comprehensive paid time off, including vacation days, sick leave*, and your birthday off
• Employee Stock Purchase Plan*
• Employee Assistance Programs*
• Time and half pay for Holidays worked observed by Intuit
• Discounts on Intuit products, including a free copy of TurboTax
• Ongoing collaboration opportunities with TurboTax’s network of growth-minded professionals*
• Personal mobile phone bill expensed for reimbursement

*Seasonal benefit

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
• A high school diploma or GED
• Experience in a hospitality, retail service, or guest-relations environment preferred

Role Requirements

• Full availability for a flexible schedule of at least 20 hours per week, including afternoons, evenings, and weekends, with the ability to work up to 40 hours per week during peak tax season'
• 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, store etiquette, and uniform and grooming standards

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, rapidly growing 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 $28.03 - $32.00

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.