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Community Engagement Specialist
Location(s): Tucson, ArizonaCompany Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
What is your favorite part about working at Intuit?
Job Overview
Come join the North America Community Engagement team within the Intuit Consumer Group where we lead inclusively, champion diversity, and foster an empowering work environment. As a Seasonal Community Engagement Specialist, you will be responsible for monitoring the daily activity of all contributors to our public channels and ensuring they all receive the care they need. You will actively engage in discussions with community contributors and are responsible for building and maintaining those relationships to keep all channels healthy and to be the internal expert offering guidance with moderate to difficult situations. You will be the connection between internal and external teams, and will collaborate with other internal stakeholders to share learnings or enlist participation in various discussions in order to resolve contributor or customer requests. You are the brand ambassador to the community, as well as the ambassador to the business. You will support internal employees as they engage in the community. You are responsible for the safety of all contributors and ensure proper forum etiquette is used.
Part of your responsibilities will be to build and maintain relationships with key stakeholders to ensure our Community Forums are healthy and continue to be an engaging place where customers can obtain assistance. You must display initiative and integrity, and be customer obsessed. We are a team of subject matter experts that offer guidance to resolve moderate to complex situations and bridge the connection between internal and external stakeholders. We demonstrate our commitment to being brand ambassadors and passionately focus on delivering business excellence through an interconnected system of sustainable processes.
Please note that this is a seasonal position and the work schedule includes at least one day per weekend during tax season between mid-January and mid-April. This is a hybrid position, requiring a minimum of 2 days onsite.
Responsibilities
- Develops and nurtures relationships with contributors and encourage participation in the community
- Interact with internal stakeholders and customers through unscripted, natural, and transparent written communication
- Plan and execute programs designed to increase community engagement
- Moderate all user-generated content in line with the moderation policy for each community
- Translate voice of the customer feedback into tangible and meaningful data that will have a significant impact for the business and provide insights about company products, customers, and overall community improvements
- Compile data and work cross-functionally with internal stakeholders regarding emerging issues, customer concerns, product defects, and enhancement opportunities, and close communication loops with the community
- Collaborate effectively with internal and external partners to bring ideas to market
- Be a role model in all online interactions and ensure you properly represent the brand
- Showcase impeccable management and organizational skills to handle numerous projects across multiple channels
- Identify key opportunities and provide feedback to continuously improve processes and workflows
- Manage the overall quality of community and build a reputation as the Voice of TurboTax in our online communities
- Consistently meet defined quality and productivity goals and metrics
- Support the team by exercising business acumen to protect and represent the Intuit brand, and to resolve customer issues
- Continuously participate within a team setting to execute tasks and share best practices, including social and digital insights
- Be a team player within a high performing team and maintain an advanced level of engagement with a focus on customer succes
Qualifications
- Customer service experience
- Exceptional written and verbal communication skills, including spelling, grammar, and English composition
- Meticulous attention to detail and great reading comprehension
- Proven ability to articulate written responses precisely and accurately
- Strong problem solving, investigative, and critical thinking skills
- Typing proficiency and solid grasp of technological, computer based practices and software, such as operating systems and internet browsers
- Technical troubleshooting abilities and knowledge of Microsoft Office and Google Suite
- Ability to adapt quickly to ever-changing situations and proactively develop solutions
- Understanding of community principles and how to engage with a broad user base
- Strong online community, forum, membership group, or community experience in a personal or professional setting a plus
- Ability to multitask and decipher content from different media avenues (Instant Messenger, Email, FAQs) in order to communicate information to a third party
- Familiar with the nuances of online interactions
- Capable of demonstrating integrity to core team values with minimal supervision
- Tax-related expertise preferred but not required
- Established work ethic and capable of taking personal accountability for accuracy and high-quality outputs
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"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."
"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."
"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."
"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."
"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."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"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."
"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."
"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."
"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."
"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."
"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."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"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."
"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."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"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."
"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."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"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."
"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."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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