Job Summary and Qualifications

Intuit TurboTax Smartlook

Primary Phone/Video Support

with Occasional Chat

Job Description

Location: Remote United States

Pay: $13.00

Available hours: 08:00 am -12:00 am

Location: Remote

Service recipient: Intuit TurboTax Smartlook

Apply HereWork from Home

Are you ready to embark on a fulfilling career in the dynamic world of customer service? At Saunders Staffing Agency, we're seeking enthusiastic individuals to join our virtual call center team as Inbound Customer Service Agents. As a vital part of our organization, you'll play a key role in providing exceptional support to our clients and their customers.

What to expect

• Inbound phone and video customer service/technical support. Handle technical support questions via phone, with video capability - and occasional chat.

• Research, analyze, and determine an appropriate course of action for TurboTax customers.

• Interact with customers via phone focusing on software navigation questions as well as assisting customers with locating prior years’ returns and amendments.

• Serve as an ambassador for the Intuit brand; take a caring and empathetic approach to customer interactions and/or escalation to a higher level of expertise.Sub-Headline

• Document all issues, resolutions, and follow-up actions.

Limited Engagement agent will service from 12/20/2023 – 04/30/2024THIS OPPORTUNITY REQUIRES A BACKGROUND CHECK AND PHOTO ID VERIFICATION

Key Responsibilities:

-Respond to customer inquiries, issues, and requests through phone calls, video chats, and chat channels.

-Maintain a courteous, professional, and empathetic approach when addressing customer concerns.

-Adapt to the specific communication channel while maintaining consistency in service quality.

-Collaborate with colleagues and supervisors to ensure customer satisfaction and share insights for continuous improvement.

-Utilize various software applications and systems to access customer information and provide solutions.

Requirements:

-Outstanding problem-solving skills.

-Displays patience, empathy, an ability to manage stress, and the ability to work under pressure.

-Skilled and efficient in writing and verbal communication.

-Outstanding listening skills.

-Provide knowledgeable, friendly, and eloquent customer service.

-Understanding how to navigate and efficiently use tools.

-Comfort and proficiency in handling phone, video, and chat communications.

-High-speed internet access and a dedicated. Noise-free workspace at home.

-Empathetic and patient interpersonal skills, with a commitment to active listening.

-Ability to adapt to the needs of customers and the communication channel.

-Previous customer service experience ( at least 6 months).

-Willingness to undergo training and adhere to established procedures.

Computer Requirements:

-Hard Drive Space:

-40 GB of available space

-60 GB of total space

-Memory: 12 GB of RAM

-Operating System: Windows 10 or 11

-Internet Connection and Speed: Hard-Wired Connection (Not wireless):

-Minimum 30 Mbps download

-Minimum 10 Mbps upload

-Maximum Latency Threshold: 50 ms (milliseconds)

-Monitor Recommendation: 1920 x 1080 (Full HD or 1080p)

-USB 3.0 Port: Required for use with USB headsets

Additional equipment required:

-Enrolled agents who have not serviced the program previously will receive a Logitech C170 Webcam which will be used while servicing. If you previously serviced the TurboTax program, please use the webcam already provided to you.

Agents must also have:

-Noise Cancelling Headset

-i5 (or equivalent), i7 recommended

-Current OS patches (last 15 days)

-Anti-malware solution with current definitions (15 days)

-Active firewall

-Global Protect 5.2.11 or higher

Training

Training is required and provided. Training will start on November 27, 2023, and run through December 19, 2023. Training is split into two different categories Phase I and Phase II.

Please note: At times during class, agents may be asked to go on camera.

Phase I: “Log-In Party”

-An opportunity for agents to learn how to log in to all systems and troubleshoot any challenges prior to the start of class date.

Phase II:

-This Phase is Instructor-Led and self-paced Learning.

-Consists of three weeks: Four hours of instructor-led content and up to two hours of self-paced content per day.

-Requires strong attention to detail, lengthy periods of intense concentration, and a great deal of learner involvement and class participation.

Certification Completion Criteria:

-100% completion of all self-paced work on a daily basis

-90% or greater on commitment adherence quiz

-90% or greater on final assessments

-All learners must complete the Service Partner -Security Awareness self-paced course and score 85% or higher on the assessment before the last day of class in order to be certified

We strongly suggest that you attend class every day - as this is critical to your company's success. If you are not able to attend a class, please advise your instructor. Failure to notify your instructor could result in being dropped from class.

Important:

-If you do not show up to class on the first day, you will be dropped from the class with no exceptions. The Class Confirmation Deposit of $20.00 will not be refunded.

.-You will be prompted to complete a background check during the enrollment

process. Details on the type of background check and the requirements to pass it will

be provided as you proceed through enrollment.