Intuit TurboTax Smartlook Primary Phone/Video Support with Occasional Chat Inbound Customer Service & Software Tech Support Limited Engagement Service Partners will service from 02/21/2024 – 04/30/2024 Peak Week Requirements • 20 hours (40 Intervals) week of Jan. 28th – Feb. 3rd • 20 hours (40 Intervals) week of Apr. 7th – Apr. 13th Peak Day Requirements • 4 hours (8 intervals) on Friday, April 12th • 5 hours (10 intervals) on each of the following days: • Saturday, April 13th • Sunday, April 14th • Monday, April 15th • Tuesday, April 16th Earn $18.00 per hour ($9.00 per interval) with STAR incentives! Class Schedule* Phase I 01/29/2024 Phase II** 01/30/2024 – 02/20/2024 *Select ONE class time to attend throughout both course phases NEW! $500.00 in Servicing Incentives! See page 8 for details Class Times Offered Monday – Friday 9:00 a.m. – 1:00 p.m. ET 10:00 a.m. – 2:00 p.m. ET 1:00 p.m. – 5:00 p.m. ET 4:00 p.m. – 8:00 p.m. ET 6:00 p.m. – 10:00 p.m. ET About the Client | Intuit Inc. TurboTax System and Equipment Equipment Must Meet Platform Standards Click Here for System & Equipment Policy Intuit Inc. is an enterprise software company that develops financial and tax preparation software and related services for small businesses, accountants and individuals. TurboTax is a tax preparation software package and is one of the most popular income tax preparation software packages in North America. The software is designed to guide users through their tax returns step-by-step. For more information about Intuit TurboTax review the client’s website https://turbotax.intuit.com/ Additional equipment required. Enrolled agents who have not serviced the program previously will receive a Logitech C170 Webcam which will be used while servicing. If you previously serviced the TurboTax program, please use the webcam already provided to you. Agents must also have: • Noise Cancelling Headset • i5 (or equivalent), i7 recommended • Current OS patches (last 15 days) • Anti-malware solution with current definitions (15 days) • Active firewall • Global Protect 5.2.11 or higher Intuit TurboTax Smartlook Primary Phone/Video Support with Occasional Chat Inbound Customer Service & Software Tech Support Limited Engagement Service Partners will service from 02/21/2024 – 04/30/2024 What to Expect • Inbound phone and video customer service/technical support. Handle technical support questions via phone, with video capability – and occasional chat. • Research, analyze and determine an appropriate course of action for TurboTax customers. • Interact with customers via phone focusing on software navigation questions as well as assisting customer with locating prior years’ returns and amendments. • Serve as ambassador for the Intuit brand; take a caring and empathetic approach to customer interactions and/or escalation to a higher level of expertise. • Document all issues, resolution and follow up action. Capabilities of Top Performing Service Partners for this Program • Outstanding problem-solving skills • Displays patience, empathy, an ability to manage stress, the ability to work under pressure • Skilled and efficient in writing and verbal communication • Outstanding listening skills • Provides knowledgeable, friendly and eloquent customer service • Understanding how to navigate and efficiently use tools Intuit TurboTax Smartlook Primary Phone/Video Support with Occasional Chat Inbound Customer Service & Software Tech Support Limited Engagement This opportunity is a limited engagement opportunity to service the Intuit TurboTax program during the 2024 tax season. Service Partners providing service to this program will be offered an SOW from 02/21/2024 – 04/30/2024. See Page 1 For Class Dates and Times 100% attendance in instructor-led sessions is highly encouraged for success This phase is: An opportunity for agents to learn how to log-in to all systems and troubleshoot any challenges prior to the start of class date. “Log-In Party” In this phase: Requires strong attention to detail, lengthy periods of intense concentration, and a great deal of learner involvement and class participation Consists of three weeks: Four hours of instructor-led content and up to two hours of self-paced content per day Instructor-Led & Self-Paced Learning CERTIFICATION DETAILS Intuit TurboTax Smartlook Primary Phone/Video Support with Occasional Chat Inbound Customer Service & Software Tech Support Limited Engagement • 100% completion of all self-paced work on a daily basis • 90% or greater on commitment adherence quiz • 90% or greater on final assessments • All learners must complete the Service Partner Security Awareness self-paced course and score 85% or higher on the assessment before the last day of class in order to be certified Read complete course policies here Certification Completion Criteria CERTIFICATION DETAILS Intuit TurboTax Smartlook Primary Phone/Video Support with Occasional Chat Inbound Customer Service & Software Tech Support Limited Engagement We strongly suggest that you attend class every day – as this is critical to your company’s success. If you are not able to attend a class, please advise your instructor. Failure to notify your instructor could result in being dropped from class. Important: If you do not show up to class on the first day, you will be dropped from the class with no exceptions. The Class Confirmation Deposit of $20.00 will not be refunded and you will need to enroll in a new opportunity if you wish to service a client program. THIS OPPORTUNITY REQUIRES A BACKGROUND CHECK AND PHOTO ID VERIFICATION You will be prompted to complete a background check during the enrollment process. Details on the type of background check and the requirements to pass it will be provided as you proceed through enrollment on the Arise® Portal. IMPORTANT INFORMATION REGARDING BACKGROUND CHECKS Please note if you have frozen your credit, you will have to temporarily lift the credit freeze with Experian. You do not need to lift the freeze at the other credit bureaus. Please lift the freeze for a minimum of 10 days. You will need to wait at least 24 hours before attempting the background check. If you have recently changed your name, it may delay or disrupt the background check. Please make sure that full and correct legal name is included in your profile and provided in the background check step. Also, please ensure the Experian is aware of your name change. Arise uses a third-party vendor to complete the background checks. Under certain circumstances, the third-party vendor may reach out to you to clarify your information. Your prompt response to the thirdparty vendor will accelerate the process of completing your background check and enrollment. PHOTO ID VERIFICATION You will be prompted to complete a Photo ID Verification using your mobile device during the enrollment process on the portal. Just make sure to follow the steps as indicated. You will need to have your driver’s license/ID card handy and be ready to take a selfie (example of the steps you will need to follow below)! Please note: • Arise will not process system access codes, required to attend the certification course, until ALL enrollment pre-requisites have been successfully completed and provided to Arise. SECURITY VERIFICATION ON THE ARISE® PLATFORM Service level requirements vary and are subject to change Failure to meet one or more of the service level requirements may result in termination of the SOW. The service level requirements may be modified from time to time upon commercially reasonable notice to the business. 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 Average Handle Time (AHT) 15 – 20 minutes Talk time + Hold Time Net Promoter Score (NPS) > 70 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 < 9% Percentage of calls that have to be transferred in order to complete. Documentation Rate 90 – 105% The rate by which the agent is notating caller-related details and steps to issue resolution in client systems. STAR metrics requirements vary and are subject to change. Star metrics and corresponding Incentives are included in the Production SOW. Certification SOW does not include Star. Metric * ** *** CA > 90% > 90% > 90% Intervals Serviced > 80-99 > 100-129 > 130 Incentive (per interval) $0.50 $1.00 $2.00 Earn up to $500.00 in Servicing Incentives! Service Partners can earn a total of $500.00 in servicing incentives for each agent that certifies and meets ALL of the special servicing requirements and peak service requirements as outlined below – in addition to meeting the Service Level Requirements in the SOW. Earn $200.00 when you service:* • 20 hours (40 intervals) between January 28th – February 3rd Earn $300.00 when you service:** • 20 hours (40 intervals) between April 7th -13th • 4 hours (8 intervals) on April 12th • 5 hours (10 intervals) on April 13th and/or April 14th • 5 hours (10 intervals) on April 15th • 5 hours (10 intervals) on April 16th (assuming this is the actual US-designated Tax Day) *Included in the first invoice of February 2024 **Included in the second invoice of April 2024 Additional Information Systems & Equipment • All business’s must ensure that their agents have a professional work environment, when in class and when servicing. • Commitment Adherence is critical to this program. Companies are responsible for ensuring that their agents service all intervals that have been accepted in StarMatic®. You DO NOT QUALIFY to participate in this program if any of the following applies: DISCLAIMER This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in the applicable Statement of Work (SOW). You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the SOW, the terms of the SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification course. • Are currently enrolled in or contracted on another Intuit program. • If you are servicing any Intuit product for any other company with which Intuit is contracted. • Are already in “interested” status for another opportunity. • The dates and/or times of the class for this opportunity overlap with a class for another opportunity you are already enrolled in. • Were servicing one or more SOWs that were terminated for cause, including a ‘Breach of SOW Client Policy’ for this client program. • Have a dropped status from 3 or more opportunities within the last 90 days, regardless of whether it is this program or a different one. • Have a Commitment Adherence below 90%