Intuit Product Expert

About Education at Work

Education At Work (E@W) enables students from traditionally underserved communities to secure a high-quality post-graduation job through evidence-informed work-based learning programs. E@W aims to equip students with the high-value skills and experiences sought in the professional world by offering meaningful work opportunities.
The Opportunity

TurboTax helps millions of people file their taxes smarter each year. A big part of their success comes from customers' positive experiences with their dynamic Product Experts. E@W is currently hiring seasonal Intuit Product Experts for the upcoming tax season.

Product Experts will represent Intuit during their interactions with customers as employees of E@W. To represent the company with a high degree of professionalism, you should demonstrate excellent written and verbal communication skills, a desire to learn, and enthusiasm for delighting customers.

In addition to gaining technical skills as a Product Expert, customer support is a rich source of professional development, and E@W is committed to helping students develop in-demand soft skills during their work-based learning experience. Students can expect to refine their skills in the following areas, further positioning themselves as highly competent and desirable workers for their post-college careers:
? Effective communication in a business environment
? Proactive problem-solving
? Dependability and a strong work ethic
? Adaptability and flexibility
? Teamwork and collaboration
Key Responsibilities
? Create high-quality customer interactions and experiences in support of Intuit?s TurboTax product.
? Handle inbound calls to TurboTax customer service center.
? Apply defined practices, procedures, and company policies to troubleshoot and resolve technical issues and resolve customer tax advice.
Team/Leadership Skills
? Demonstrate a sincere desire for a quality customer experience.
? Exhibit a team player attitude.
? Promote a positive work environment.
? Thrive in a fast-paced environment and handle change well.
? Approach problem-solving collaboratively and enjoy sharing feedback.
? Understand the value of your impact on team and company success.
Technical/Functional Skills
? Excellent written and verbal communication skills with the ability to display empathy with customers over the phone.
? Proficient computer skills with intermediate knowledge of relevant operating systems and software.
? Evaluate each customer?s unique situation using guided recommendations and provide solutions that best fit their needs.
? Simplify and communicate complex ideas to customers.
? Effectively diffuse situations with customers raising concerns.
? Stay up-to-date on changes to the product and tax season updates to provide knowledgeable support.
? Research, analyze, and determine appropriate actions in various situations.
Organizational Skills
? Demonstrate initiative and the ability to multitask and effectively prioritize.
? Work well under pressure to meet team productivity goals and service level commitments.
? Understand and adhere to schedule requirements in a call center environment.
? Excellent time management skills and the ability to follow up with customers.
? Adhere to work schedules, with the flexibility to work overtime when needed.
Knowledge/Background Experience
? High School diploma.
? Enrolled in a post-secondary degree-granting program.
? Previous experience in a customer service environment and comfortable using phone and chat if necessary.
Student Benefits
? Earn up to $5,250 in tuition assistance per academic year.
? Mentorship/Coaching opportunities.
? Unparalleled opportunity to gain practical experience and resume-worthy skills.
? Access to a unique and direct college-to-career pathway.
? Paid in-person training.
Work Requirements/Expectations
? Commitment to working at least 15-20 hours per week, with the flexibility to increase hours during the tax season and up to 29 hours per week during breaks.
? Availability to schedule work during Core Work Hours, with some weekend hours required:
? PEAK Tax Season - 7 days/week: 5:00 am - 9:00 pm PST
? Off-Season: Mon-Fri 5:00 am ? 5:00 pm PST
Technical Requirements
? Maintain PCI Compliant workspace to protect sensitive data.
? Must have (or be able to obtain) an Ethernet connection (not WiFi).
Please Note
? This position is seasonal, running from October to April. Students who meet performance standards will be invited back for the next tax season.
? E@W is NOT considered an On-Campus Employer and cannot accept CPT/OPT sponsorships.

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