Community Engagement Specialist - Ottawa, Canada - Intuit

Intuit

Verified Company

Ottawa, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Overview:

Come join the North America Community Engagement team within the Intuit Consumer Group where we lead inclusively, champion diversity, and foster an empowering work environment.

As a

Seasonal Community Engagement Specialist, you will be responsible for monitoring the daily activity of all contributors to our public channels and ensuring they all receive the care they need. You will actively engage in discussions with community contributors and are responsible for building and maintaining those relationships to keep all channels healthy and to be the internal expert offering guidance with moderate to difficult situations. You will be the connection between internal and external teams, and will collaborate with other internal stakeholders to share learnings or enlist participation in various discussions in order to resolve contributor or customer requests.

You are the brand ambassador to the community, as well as the ambassador to the business. You will support internal employees as they engage in the community. You are responsible for the safety of all contributors and ensure proper forum etiquette is used.

Must haves:

Customer service experience
Extensive tax expertise
Fluency in English and French required
Remote workers located in Canada only

What you'll bring:

Customer service experience
Extensive tax expertise
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 understanding of community principles and how to engage with a broad user base
Strong online community, forum, membership group, or social experience in a personal or professional setting a plus
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 everchanging situations and proactively develop solutions
Established work ethic and capable of taking personal accountability for accuracy and highquality outputs
Familiar with the nuances of online interactions
Capable of demonstrating integrity to core team values with mínimal supervision

How you will lead:

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, while moderating all usergenerated content in line with the moderation policy for each community
Decipher customer concerns to find the root cause of the problem and utilize all available resources to provide 100% accurate responses
Translate voice of the customer feedback into tangible and meaningful data that will have a significant impact for the business and provide insights about agents, company products, and customers
Compile data and work crossfunctionally 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 success