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.