Job Title: Service and Support Rep III
Location: Toronto, ON
Estimated Duration: 6 Months

TurboTax Canada Community Engagement Specialist
Role Overview:
The Seasonal Canada Community Engagement Specialist supports the client TurboTax Canada Community Forums as part of the Community Engagement Team.  This team is responsible for monitoring the daily activity on our public forums and ensuring that customer contributors receive the care they need. Specialists will engage in online discussions with community members and, as an internal expert, will offer guidance in potentially difficult situations. They will work to improve overall engagement while also helping to nurture relationships with top contributors. Specialists are the connection between internal and external teams and will collaborate with internal stakeholders to share learnings and enlist participation in various projects to improve the customer experience.

What you’ll do:

  • Interact with customers online using unscripted, natural, and transparent written communication
  • Be a role model in all online interactions and ensure you properly represent the brand while utilizing all available resources to provide 100% accurate responses
  • Use exceptional soft skills to acknowledge and empathize with customers during every interaction, while getting to the root of the problem
  • Develop and nurture relationships with contributors, encouraging participation in the community
  • Plan and execute programs designed to increase community engagement
  • Moderate user-generated content in line with the terms of use policies for each community
  • Execute response plans on sensitive, controversial topics
  • Collect data and collaborate with internal stakeholders regarding emerging issues, customer concerns, product defects, and improvement opportunities, while closing the loop with the community
  • Be a member of a high performing, collaborative team, with a focus on continual process improvement and success

Skills:  
What you’ll need:

  • Customer service background preferred
  • Passion for online communities, forums, and social media, personally or professionally
  • Experience interacting with influential users and a broad user base in online communities
  • Understanding of community principles, platforms, and etiquette
  • Exceptional written and verbal communication skills and reading comprehension in English or Canadian French, or both
  • Ability to multitask and decipher information from different media (Instant Messenger, Email, FAQs) in order to communicate effectively with customers, while adapting to changing situations
  • Strong initiative with analytical, problem solving, and troubleshooting abilities
  • Excellent attendance records in current and previous positions
  • Ability to meet aggressive goals and metrics
  • Thorough experience computer-based technology, such as operating systems, browsers, Outlook, video conferencing, and ability to learn web-based programs.

The pay range that the employer reasonably expects to pay for this position is between ¤30.00 and ¤35.00

Our voluntary benefits offering includes medical, dental, vision and retirement benefits.

This posting is for an existing vacancy.

If you believe this post to be fraudulent, please report by clicking here Tundra Technical Solutions is a global workforce and technology delivery firm, ranked by Staffing Industry Analysts as one of the largest in North America. At Tundra, we aren't just hiring top talent at the world's most recognizable brands; we are pioneers of social recruitment. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics. We welcome and encourage diversity in the workplace.

We use artificial intelligence tools to help our recruiters screen and assess talent. These tools do not replace human decision making in the process.

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