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.