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 high 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 are comfortable using phone and chat if necessary.
• Basic knowledge of tax laws and tax concepts (preferred but not required).

Behavioral Competencies

• Adhere to work schedules, with the flexibility to work overtime when needed.
• Comfortable being on camera with your customers to humanize interactions.
• Make customers and their needs the primary focus, developing and sustaining productive relationships.
• Demonstrate a positive, understanding attitude in challenging customer interactions.
• Possess active listening skills and ask probing questions to arrive at answers quickly.

Student Benefits

• Competitive pay
• Earn up to $5,250 in tuition assistance per academic year based on attendance and tenure.
• 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 20 hours per week, with the flexibility to increase hours during the school year 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

$16 - $18 an hour

Non-exempt

AFFIRMATIVE ACTION PLAN / EQUAL EMPLOYER OPPORTUNITY (AAP/EEO) STATEMENT:

Education at Work (E@W) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, E@W complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. EAW expressly prohibits workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of E@W’s employees to perform their job duties may result in discipline up to and including termination of employment.

THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES.  TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED.  ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION, AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.