What kind of support will I be providing customers?
You'll be helping our customers do their own taxes by providing expert guidance, tax explanations, and advice so they can file confidently with TurboTax.
For example, many of our customers need help with reporting deductions, rental properties, etc., and you'll be the tax expert they turn to for advice and reassurance. In some cases you may prepare their return, sign, and file their taxes.
You'll also play an important role in our effort to enhance our brand by delighting our customers and empowering them to take control of their finances.
How will I be communicating with customers?
You'll be talking to them through a video call that relies on your landline phone and our SmartLook video technology.
During a typical call, a customer is signed into TurboTax, hears you through the phone, and sees you in a video (or SmartLook) window on their screen.
Before you take any calls, we walk you through detailed training for your role.
Where will I be working?
This is a remote position where you work virtually, so you can choose the best location that suits you. Most of our credentialed tax experts work at home in an area where they can handle calls privately.
Just because it's remote doesn't mean you'll ever be on your own. Every day, you'll work together with other tax experts to solve customers' problems and maybe grow your own expertise.
What equipment do I need for this position?
As a credentialed tax expert, you will be receiving an Intuit laptop, preloaded with all of the tools and systems you will need to help customers. You will also need a dedicated internet connection and landline phone.
For this role, it's common for tax experts to set up a home office or an area with a desk and chair where they can handle calls.
What equipment will Intuit provide?
In addition to the all-in-one laptop, we'll provide:
- a video camera that you use for your video calls with customers
- a backdrop (material that will serve as the background behind you during video calls)
- and a VPN token
Will there be training available?
Yes, there will be thorough training on every aspect of the role, including:
- detailed expectations for the role
- the software you'll use to conduct video calls with customers
- how to handle common situations and more.
It's online training and self-led, with consistent check-ins with managers. Most tax experts complete the training within 40 hours and will have 2-4 weeks to do so.
At any point, whether it's before, during, or after training, there will always be support available for you.
What shifts are available?
We are looking to cover operating hours from 5 a.m. to 9 p.m. PST. We are open 7 days a week. You'll be able to choose a schedule that best works for you, whether it's full-time, part-time, mornings, or even nights.
What does compensation look like?
You will be paid per hour. Pay is determined by regional location, assessment, interview, and years of experience. You are also eligible for a bonus paid out at the end of the season based upon performance. Performance depends on customer feedback, issue resolution, and completion of the assigned season.
What is the hiring process?
- First of all, make sure your credentials (CPA, EA or JD) are current, active and in good standing.
- Once you apply online, you will be contacted by a recruiter who will then complete a phone screen.
- If you continue in the process, the recruiter will then email you an online assessment.
- Once you pass the assessment, you will be contacted to set up additional phone interviews with the hiring manager. You will also be required to pass a background check.
Will Intuit provide E&O insurance? How will IRS correspondence be handled?
Intuit has you covered! We have the plans in place to ensure that if any common issues arise, we have your back.
For other specific questions about this program, contact firstname.lastname@example.org