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Job Details

2021-19514 -

Service and Support Representative - Premium Customer Care

Location(s): Eagle, Idaho - Reno, Nevada
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Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.

Overview

Come join the Small Business & Self Employed Group (SBSEG) as a Service & Support Representative for the Premium Customer Care team in Boise, ID, Tucson, AZ or Reno, NV.  

The Premium Customer Care Expert’s primary focus is to serve our Small Business customers and to be their voice! They fuel Intuit’s customer obsession and are “the champion of those who dare to dream”. Premium Customer Care Experts act as small business consultants, holding consultative conversations and using probing questions to uncover customer pain points while looking for opportunities to match Intuit offerings as solutions. Representatives also constantly challenge the status quo to seek ways to continually improve the overall customer experience. They help deliver exceptional customer experiences daily, and participate in projects and experiments as needed, with the goal of influencing the continued evolution of world-class products and support models that serve the customer point of view.

In this essential role, you will contribute to delivery of awesome customer experiences, as well as product and process improvements. Our experts are frequently the first to test new products, processes and tools so that they can be refined and improved prior to general launch. As such, we often work in imperfect situations, yet we strive to deliver excellence to all of our customers. This position is not for the faint of heart. Sometimes you won’t know the right answer, but you’re the kind of person who is always up for the challenge. We have extensive resources to help you quickly research a response, but sometimes you’ll need to be resourceful and Google it. If you think you are tough enough – and compassionate enough – to deliver excellent experiences to customers with high expectations, apply now. If this doesn’t describe you 100% and you are not ready to give it your all, this isn’t the job for you. We can’t promise it will be easy, but we can promise it will be time well spent.

What you'll bring

  • Excellent verbal and written communication skills, inspiring confidence and reassurance while leading customers through the steps to resolve issues
  • Customer obsessed mindset and skill in handling difficult situations is a must
  • A keen problem solver, proactive and solution-oriented; confident and able to take charge, think on their feet, plan and guide others through complex situations
  • Ability to hold consultative conversations to identify customer pain points beyond the reason they called in, and recommend other Intuit offerings as solutions to improve the customer’s overall business
  • Must possess basic computer skills including, but not limited to MS Office Suite, while navigating through and using multiple software tools at the same time
  • Excellent analytical, problem solving and interpersonal skills to deliver high customer satisfaction
  • Detail oriented, the ability to properly document customer call notes, information, data, and troubleshooting steps in a computer system using multiple software tools
  • Flexibility to adapt and thrive as Intuit’s business needs evolve
  • Ability to be curious, ask tough Be a self starter and a solution oriented innovator
  • Ability to articulate any limitations of data, as well as, identify customer insights from data
  • Ability to manage multiple priorities within a fast paced and high volume environment and make good decisions
  • Ability to work in a team environment
  • Knowledge of small business environments, workflows and challenges preferred
  • Basic knowledge of accounting principles preferred
  • Previous experience in technical support is preferred
  • A High School diploma or GED is required

How you will lead

  • Deliver awesome customer care experiences for Intuit’s small business premium customers, by working directly with them by phone, video or
  • Be the first point of contact to resolve challenging customer inquiries with empathy and compassion using appropriate problem solving strategies, troubleshooting skills, knowledge management tools, and self-empowerment, owning the outcome from start to finish
  • Initiate and engage in consultative conversations to uncover customer pain points and, as appropriate, recommend other Intuit offerings as solutions to
  • Make good decisions to manage your time effectively and juggle multiple tasks with a sense of urgency
  • Learn and utilize multiple internal software tools and applications to solve for customer issues
  • Learn multiple Intuit Payroll or other products and services, including Quickbooks Desktop, and proactively keep all product and service knowledge up to date
  • Own the outcome for each customer situation, applying systems and process thinking to find solutions to the identified
  • Effectively communicate appropriate information with relevant stakeholders and management by sharing out both technical and business issues in a clear and concise manner
  • Ability to evaluate a customer issue and determine if the unexpected result is a product, process or people issue, and then act appropriately to implement an effective
  • May participate in experiment design sessions that articulate the customer experience and drive change using data backed
  • Mentor others to improve their effectiveness, while offering and accepting honest and direct feedback
  • Demonstrate adherence to Intuit’s values, and role model them to help develop others
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Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Conrad Intuit employee
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Conrad at work
Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Photo of Natalie
Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Heather at work
Heather Intuit employee
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Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Jake at work
Jake Intuit employee
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Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Breaunna at work
Breaunna Intuit employee
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Chelsia Intuit employee
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Carl at work
Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

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