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

• 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.

•   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.

• 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.

• 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.

• 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.

• 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.

• 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

• Maintain PCI Compliant workspace to protect sensitive data.
• Must have (or be able to obtain) an Ethernet connection (not WiFi).

• 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.

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.