Turbo Tax Program Compensation, Education, Times
Between $12*/hr and $18/hr
Independent Contractors will earn $.28 per Customer Interaction Minute and are guaranteed a minimum of 42 minutes for each hour if logged in and available for the full 60 minutes*.
Performance-based incentives will be available on top of this per-minute rate.
Remote Agent Onboarding And Set-up
Contractors will be asked to commit to one of these options through TAX DAY:
Average of 30 hours per week or more
Average of 20 hours per week or more
Average of 10 hours per week or more
Intuit operating hours are 7am – 11pm CST, M-S.
Turbo Tax Program Details and Tech Requirements
Intuit TurboTax is one of the most popular tax preparation software packages in North America. TurboTax is designed to guide users through thier tax returns step-by-step.
Working Solutions Contractors will provide customer service support via phone with video chat capability. Contractors will focus on interactions regarding software navigation, as well as assisting customer with locating prior years’ returns and amendments. Contractors will provide an empathetic approach to customer interactions, escalating when necessary.
A webcam and blue background banner will be loaned to each Contractor for the duration of their contract. Contractors must have a smart phone and be willing to accept texts related to program work. The contractor’s cell phone number will be registered in the system that sends the temporary login tokens. At each login, the soft-token will be sent via text to the agent’s phone within a few seconds.
Contractors must successfully pass a full background check to represent this clients and live in a state we do business in.
Learn More- Quiet, uninterrupted environment during all working hours
- Wired broadband internet connection, recommended at least 10 MBPS
- Windows 8.1 or Windows 10 required
- Valid antivirus software installed, running and up to date
- USB headset with microphone
- **This program uses VoIP. An additional phone line is not necessary
- **Full PC requirements are listed at
The following processors are incompatible with this program and DO NOT MEET minimum requirements:
Intel Atom/Core M (5th Gen or below) /Celeron/Pentium; AMD E Series.
Turbo Tax Program Skills Needed and Expectations
- We have a short video showing you the webcam, background, how to set them up, and what it looks like to be in a video chat mode. Watch and get ready for an exciting tax season! https://youtu.be/riInoC9PZyQ
- Contractors must have a sincere desire to assist the customer.
- Contractors must display professional and courteous service with the ability to diffuse situations with angry or frustrated customers.
- Contractors must be problem-solvers and will need to research and locate answers from available resources while connected with customers.
- Contractors will need to be knowledgeable in the TurboTax software, and within multiple operating systems.
- Contractors must be tech savvy and comfortable with various systems and basic computing.
| Service Level Requirements | Metrics Definition | |
|---|---|---|
| Commitment Adherence | 90% | % of intervals serviced compared to the intervals scheduled and committed to service. Commitment Adherence is calculated as [Serviced Minutes/(posted Minutes + Released Lockdown Minutes) x 100 |
| AHT | 10 – 12 mins | Talk time + Hold Time |
| Quality | 90% | Adherence to the client’s QA guidelines (reviewed duringcertification course). |
| NPS | > 65 | The Net Promoter Score is an index ranging from - 100 to 100 that measures the willingness of customers to recommend the client’s products or services to others. It is used as a proxy for gauging the customer's overall satisfaction with the client’s product or service and the customer's loyalty to the brand. It is typically gauged through a survey administered after a call. |
| Transfer Rate | > 10% | Percentage of calls that have to be transferred in order to complete. |
Turbo Tax Program Security Expectations
Each independent contractor is subject to a required security compliance screening when applying for any new program with Working Solutions. We reserve the right to implement program-specific hardware requirements, as necessary.
- No wireless internet connections may be used
- Firewall rules may need to be implemented to permit connectivity to the client hosted VPN service, each contractor is responsible for working with their respective firewall vendor to ensure they understand how to properly permit access on their firewall to the client’s application
- This program requires the use of a client approved security solution for Antivirus. The list is too large to publish so we recommend users on this program utilize a commercial version of one of the following applications: Symantec (Norton), MacAfee, Microsoft Security Essentials, Panda or Commando
- We reserve the right to remove Agents using Wireless Home Networks (home wi-fi) and can/will not hard-wire directly to the router while working.
- Internet Explorer must be used as the main browser.
- Approved Operating Systems include Windows 7 and Windows 8.1.
