I challenge you to do & read everything they expect of you without working off the clock. Half hour worth of opening screens, and reading updates, changes, tech issues, just one more thing they want, etc. before you're ready to set yourself to "available." They give you 10 minutes to do all those tasks. Frequently, there's even a survey pop-up that blocks your screen when you try to check in so you can't check in without answering or clicking out of it. They'll steal every cent they can. At the end of the day, clock out, THEN review and submit your time sheet, THEN clear cache & cookies--all off the clock. Training takes twice as long as they pay for. New training keeps coming in and they prefer you to try to take it while taking calls. They almost always significantly underestimate time required, so I guess you're just supposed to click thru without reading and play the videos on double time (where that option is available). Do not expect to absorb learning that way. If you can talk with a customer who's jabbering with you, while trying to read and analyze their tax return using a tiny piece of a screen shot while customer is wriggling the mouse (and the screen you're trying to read) all over the place WHILE reading and interpreting tax law, or much worse, figure out their technology problem to the level of teaching them how to use their own computer sometimes--all with little to no instruction--you'll love it. Recruiters tell you if you work a certain # of hours and days and meet quality standards you'll get a big bonus. Here's the thing about quality standards: If a customer called two, three, or more times before getting you, they can tell you that you're wonderful and the smartest person they talked to, but they still will give you a low score because the Turbo Tax system gave them so much grief. They can write wonderful things about how fantastic you are in the narrative part of the survey, but if they don't give you a 9 or 10 in every area (including & especially, "would you recommend Turbo Tax?" you're screwed. Any survey score less than 9 (no matter how much they sing your praises in the narrative) isn't just averaged--no--It's like getting a negative 5 in how they add up the numbers. I think it takes ten 10's to make up for one less- than-8. It doesn't matter that you were on the top of your game, you solved their problem and they loved you. It doesn't even matter if their problem was a result of the system not working. And that, Ladies and Gentlemen, is how they will cheat you out of your bonus. They expect you will learn as you go and they are very encouraging if you are struggling with an issue. But the sinister, greedy part of Intuit is that getting the bonus is out of your control until you have a few years of training & experience to know all the ins and outs that you can ONLY LEARN THROUGH LOTS OF EXPERIENCE. That is how they really expect you to learn and they aren't shy about saying so. No training simulators or any way to learn except working through problems with customer and going through the screens. Wage theft at its finest.
