Community Engagement Specialist

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