Community Engagement Specialist

Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper.

We never stop working to find new, innovative ways to make that possible.

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

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
10 days ago