Intuit Product Expert

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 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.

As a Product Expert, you’ll play a key role in living out the approach: “Customer service is not a department. It is a philosophy to be embraced by every employee—from the CEO to the most recently hired” (Shep Hyken, Forbes). 

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

Career Pathways E@W and Intuit have forged a unique partnership, creating a talent pathway into Intuit’s expert tax business and careers in the tax and accounting field. This collaboration, rooted in a shared mission to support underserved populations and create college-to-career pathways, offers significant advantages. E@W's flexible work schedules designed to accommodate students' academic commitments, competitive wages, industry experience, and tuition assistance, combined with Intuit's expertise and resources, provide an unparalleled opportunity to gain practical experience and industry knowledge in the tax domain while pursuing your degree. In collaboration with your college or university, Supervisors at E@W can help you craft a course of study, including technical certifications, that will increase your employability after graduation.

Please note: EAW is NOT considered an On-Campus Employer and cannot accept CPT/OPT sponsorships.

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 individual 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.
• Exceptional customer service skills.
• 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.
• Solve complex problems while exercising good judgment.
• Possess critical thinking and problem-solving skills.

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.

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

• Competitive pay, non-exempt position
• Earn up to $5,250 in tuition assistance per academic year based on attendance and tenure.
• 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

• Our standard schedule is 18 - 20 hours per week. However, we pride ourselves on providing flexibility for students to meet their academic commitments. Students can work additional hours, up to 29 per week, during school vacations.
• 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

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.