But, it’s expected that some calls will be short and others may take some extended research time. If you are on a longer call or the time exceeds the average (around an hour typically) you may be asked if you need assistance. The expectation is to answer as fast as possible – but we all know some questions can take more time than others. How much time do you get to help solve a question and do research on it? What’s the allowed average time?Įach question is different and there is not a firm time limit for resolving each call. While you are on a call with a customer and sharing their screen, they are able to see your face (one way, you cannot see them) and you can view their TurboTax screen. What do on screen clients do while researching questions? But, one of the largest research tools is the knowledge and expertise of your team. We also have a group license to a popular tax library that we use. We have several internal tools and resources, and rely on the TurboTax knowledge-base and IRS resources. What type of research online tools do you have? There is not a defined “time limit” but during busy periods – we try to handle calls and resolve issues as fast as possible. There is not a required typing speed, but it does help when taking notes or working with a customer (via email or chat). Is there a time limit per client? Or typing speed required? You will be focused on tax knowledge and prep (we have a different team completely that does product support). Will I need to spend time telling people where to enter numbers in the software? Or, will I be providing more tax information? Knowledge of software vs tax knowledge? You are not required to become an EA certified it's at your discretion. No, you are not ‘assigned’ clients and expected to work with them beyond the scope of the call or specific question/return being handled. The pay is an hourly rate (not based on work performed).Īre you expecting us to grow clients over years? Yes, there are times where volume may be lower than expected (or the opposite). If you log on to work your hours and there are no questions coming in, what happens? Are you paid for your time or are you paid based upon client questions answered? There are non-metric based items that can have an impact on this, but the majority is based on customer feedback (survey responses) from their interactions with you. There are other performance metrics not from these surveys (work handled, projects, unsolicited feedback).Ĭonsistent high survey feedback (with quantity as well as quality) is a high performer. The majority of our ‘metrics’ come from customer surveys after they have interacted with you. How do you measure "Performance"? What are the measures? ![]()
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