Tax Software Company

Job Description

This opportunity is a short-term opportunity to service the Intuit TurboTax program during the very busy mini-peak season (through 10/19/19). Call centers providing service to this program will be offered SOWs through 10/19/19 ONLY. If you service this opportunity and want to service the January-April 2020 tax season, you will only need to take a FREE 2-day refresher instead of the full certification course.

What is Mini-Peak? Every year, there are thousands of individuals who don’t file their tax returns in April – and request an extension. This extension is granted - until mid-October. During mini-peak, agents will be providing support to all those individuals who need to file their taxes by the final deadline. • Inbound phone and video customer service/technical support. Handle technical support questions via phone, with video capability. • Research, analyze and determine an appropriate course of action for our customers. • Interact with customers via phone focusing on software navigation questions as well as assisting the customer with locating prior years’ returns and amendments. • Serve as an ambassador for the brand; take a caring and empathetic approach to customer interactions and/or escalation to a higher level of expertise. • Document all issues, resolution and follow up actions. Starting pay is $10.00/hr $50.00 certification completion bonus paid 11/15/19, some equipment is provided. This is a remote opportunity: A home office is required, quiet environment as you will be on phones, computer, internet, headset with a mute/volume buttons.

Certification Schedule

Phase I 9/09/2019 Log-In Party

Phase II 9/10/19 -9/29/19

Class times for certification

Monday – Friday

9:00 AM – 1:00 PM ET

10:00 AM – 2:00 PM ET

1:30 PM – 5:30 PM ET

4:00 PM – 8:00 PM ET

6:00 PM – 10:00 PM ET

Hours of Operations

9/29/19- 10/19/19 Sunday – Saturday 8:00 AM EST – 12:00 AM EST We require all agents to work so many hours a week with some hours being on the weekend. Peak Weekend Requirements 4 hours required on Saturday & Sunday, or a combination of both Peak Day Requirement 8 intervals ( 4 hours) on Monday 10/14/19 5 hours on Tuesday 10/15/19. All agents will need to work a minimum of 15 hours a week. 

Certification Completion Criteria • Complete pre-course work prior to day 1 of class (if applicable) • Successfully pass mock call scenarios with the instructor • Successfully pass live certification call-taking days (if applicable) • 100% completion of daily self-paced work • 90% or greater on each assessment • 80% or greater on commitment adherence quiz • 85% or greater on mid-term and 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 Certify once and service for mini-tax season, as well as for tax year 2018 but instead of completing a second certification course over the holidays, you just need to take a 2 day refresher.

USB headset with phone quality audio (NEEDS mute/volume controls), below are 2 suggestions: • Logitech h390 US headset (part#981-000014) controls • Plantronics Model C320 (part#85619-102) controls • Additional equipment required. Call centers with agents who serviced any previous tax season will use the equipment previously used. • Logitech C170 Webcam • Web around Banner Round Ocean Blue • Call centers are required to purchase and wear a white Polo-style shirt with no visible logo.

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