Tools
We use this app to clock in and clock out
WorkDay
"Thank you for calling TurboTax Live" is what part of the QOS?
This is where you report itemized deductions
Schedule A
Intuit's mission
Powering prosperity around the world
This is what we call the basic measurements of job performance, such as your survey rate and QOS scores.
Metrics
Slack
Use this method to calm agitated customers
HEAT method
Refunds that include these credits can't be issued before mid-February
EIC and ACTC
This core value is described as "We fall in love with our customers' problems."
Customer obsession
This is the target tNPS for assisted.
79
This is an alternative to Smartlook for browsing a customer's entire screen.
Glance?
After how many minutes of customer "silence" should you use the first unresponsive snippet in chat?
2
Use this form to report repayment of corona virus-related distributions in 2022.
8915-F
Where we say hello and goodbye and post memes in Slack.
watercooler
This three letter acronym is used to refer to customer feedback, such as survey comments.
VOC
This is the app we use to request Internet Reimbursement
Concur
This is preferred to "hold" when you need some quiet time to research.
Mute
Foreign tax credit
Employees are required to attend these regular meetings with their managers, once every week or every other week.
1:1
What you may get from a manager when you do something outside your regular job duties that has a positive impact. They come in two denominations.
Spotlight
Use this app to postpone an auto debit of TurboTax fees
Webserve
This is the first step in the HEAT method
Hear them out
This form is used to request approval for a change in depreciation method.
Form 3115
Sasan Goodarzi
These are the three components of the end-of-season bonus.
Training
Weekend
Season-end peak