Tools
We use this app to clock in and clock out
WorkDay
"Thank you for calling TurboTax Live" is this part of the QOS
What is a Branded Greeting?
This form is used by credit card companies and third party processors like PayPal and Venmo to report transactions processed for retailers and other third parties.
What is a 1099K?
This is Intuit's mission.
What is Powering prosperity around the world?
How we refer to the basic measurements of job performance, such as your survey rate and QOS scores.
What are Metrics?
This is what we call the technology that allows the customer to see you and you to see their screen.
What is Smartlook?
Use this method to calm agitated customers.
What is HEAT?
Refunds that include these credits can't be issued before mid-February.
What are the EIC and ACTC?
This core value is described as "We fall in love with our customers' problems."
What is Customer obsession?
You may get these from a manager to recognize achievements outside of your normal job duties. They come in two denominations.
What are Spotlights?
This is an alternative to Smartlook for browsing a customer's entire screen.
what is Glance?
The period of customer "silence" after which you should send the first unresponsive snippet in chat
What are 2 minutes?
This is the maximum Tax Credit for a new electric vehicles.
What is $7,500?
You are expected to attend these meetings with your manager weekly or bi-weekly.
What are 1:1s?
This three letter acronym is used to refer to customer feedback, such as survey comments.
What is VOC?
This is our in-house digital space for sharing best practices, researching tax issues, checking call drivers, and where we find the latest announcements.
What is Elevate?
This is preferred to "hold" when you need some quiet time to research.
what is Mute?
This is used by high earners to avoid IRA contribution restrictions.
What is a Backdoor Roth?
Where Intuit ranked in Fortune's 2023 "Best Places to Work For" list.
What is 14th?
This is the target for tNPS for assisted.
What is 78.8?
Agents use this app to postpone an auto debit of TurboTax fees.
What is Webserve?
According to the TurboTax article "7 Most Common Tax Questions Answered by a CPA," this is the most asked question.
"How do I reduce my tax bill?"
These accounts are tax advantaged when used for the qualified education expenses of the beneficiary.
What is a 529 Plan?
These two men founded Intuit.
what are Scott Cook and Tom Proulx?
CES stands for.
What is Consolidated Expert Score?