Key skills
Communication skillsCustomer service experienceBasic computer literacyEmpathyPatienceProactivityAdaptabilityCommunication
About this role
TurboTax USA is a leading provider of tax preparation software and services, dedicated to simplifying the tax filing process for millions of individuals and small businesses across the United States. As a Work from Home TurboTax Product Expert, you will assist customers with inquiries related to TurboTax products and tax return software, providing guidance on common questions and ensuring a seamless experience during tax season.
Responsibilities:
- Providing accurate and helpful assistance to TurboTax users through live support channels
- Answering questions related to software download, login procedures, navigating the platform, importing documents, printing, filing, and addressing fundamental tax questions
- Maintaining professionalism and patience when dealing with diverse customer inquiries
- Building rapport and ensuring customer satisfaction are key components of this role
- Collaborating with Subject Matter Experts (SMEs) and Marketplace Performance Specialists (MPS) who will support you during live calls
- Earning performance-based bonuses, such as weekly bonuses for hours worked and customer satisfaction scores, as well as performance bonuses tied to customer feedback metrics like TNPS (TurboTax Net Promoter Score)
- Maintaining TurboTax’s reputation for excellent customer service during the busy tax season
Requirements:
- Strong communication skills
- Genuine enthusiasm for helping others
- Empathy
- Patience
- Ability to articulate solutions clearly
- Basic computer literacy
- Familiarity with online platforms
- Adaptable
- Proactive
- Committed to delivering top-tier service
- Ability to work a minimum of 25 hours per week
- Previous customer service experience
- Flexibility to increase hours