It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Our goal in the Social Care channel is to retain every possible customer in a social sphere and to affect the TurboTax brand in a positive manner. Social Care is a rapidly growing alternative to traditional methods of customer service such as phones, email and live chat. A Social Care agent engages daily with multiple customers via both Facebook and Twitter. It is imperative in all interactions to be ever mindful of our impact on the TurboTax brand and Intuit as a whole.
Tasks performed by each Social Care agent include:
Answering posts regarding a wide variety of topics from troubleshooting TurboTax products, answering billing questions, providing basic tax information, etc.
Using superior soft skills and empathy to connect with each and every customer.
Discern whether a post needs to be handled by Social Care or another department.
Utilizing all available resources to provide 100% accurate resolutions
Working as a team to answer posts collaboratively as needed
Each candidate for the Social Care Agent role must:
Pass the Social Care Screening Survey with a score of 80% or greater
Satisfactorily complete any and all written response assessments
Have strong attendance records in current position and have demonstrated the ability to meet all required metrics
Possess above average English writing proficiency and attention to detail; ability to proofread all posts for perfect grammar, spelling and sentence structure
Possess strong interpersonal skills, along with ability to empathize, connect and otherwise engage with all customers in a casual, personalized environment
Possess strong critical thinking and problem solving skills
Possess strong keyword search skills using Google search
Experience with multiple social media channels including but not limited to: Facebook, Twitter, LinkedIn, Instagram, Google+, community forums
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.