Gig Contract Overview – CG

TurboTax – 3.26.24

IMPORTANT HIGHLIGHTS:

It is vital to read this document in its entirety. During registration,

you will encounter questions that require correct answers for you to
proceed to Contract Prep. You will NOT have the ability to change
your answers after submission.

Carefully review the Hours of Operation to determine if your

availability aligns with the contract terms. Selecting a service
window that falls outside of the hours of operation listed will result
in your registration being removed from consideration.

Review the Earn & Learn section to determine the number of hours
needed to certify & graduate.
 Revenue Overview
Stage 1: Certification – No revenue or earnings earned or paid during this stage
Stage 2: Earn and Learn – Earn revenue while taking calls/chats during this stage
Stage 3: Production – Earn revenue during while taking calls/chats during this stage

Earnings Structure
You are paid $16 per productive hour on the client switch for all worked hours

• $19 per productive hour for all hours worked:

• April 8th- April 14th
• Must work min 18 hours for the week
• Must maintain 95% schedule adherence (how many hours did you schedule vs how many hours
you worked)
• Must schedule 18 hours by April 8th

• $25 per productive hours for all hours serviced:

• April 15, 2024
• Must work min 7 hours for the day
• Must maintain 95% schedule adherence (how many hours did you schedule vs how many hours
you worked)
• Must schedule 7 hours by April 8th
*For example: If you work 40 hours April 8-14th & 7 hours on April 15th you will earn: $935. **Must meet targets outlined above to earn
the Peak earnings rates ***Earnings for these timeframes are paid on separate cycles. See Earnings Calendar below for dates.

Gig Calendar = Earnings processed for payout that day;

w/ Stages and Milestones processed weekly, a week behind

MARCH 2024

MON TUE WED THU FRI SAT SUN

25 26 27 28 29 23 24

APRIL 2024

MON TUE WED THU FRI SAT SUN

1 2 3 4 5

8* 9* 10* 11* 12* 6 7

15* 16* 17 18 19 20 21

22 23 24 25 26 27 28

Day Color Coding:

• First expected Earnings Payout date*: April 26, 2024

Certification Earn & Learn Production

• *Any deviation from the dates or timelines listed
for beginning Earn and Learn will delay your first
earnings payout
Certification
Dates + Times +
Activities
Navigation Day
Omni Day
• Join Teams – 3/28/24 – 8am-8pm ET
• Join Teams – 3/26/24 – Join ONE session
• Channel will be provided on Omni Day
• 8am - 11am ET
• Join any time during posted hours to receive
• 1pm - 4pm ET OR assistance on tools set up.
• 7pm - 10pm ET
• NO late entries will be accepted NOTE: This session is not required. This day is
available should you need assistance.
Client Tech Day
• Join Teams – 3/27/24– Join ONE session Continuing Certification – Self-Led
• 8am - 11am ET • Complete 100% of self-paced modules of Omni
and Intuit content
• 1pm - 4pm ET OR
• 7pm - 10pm ET • 80% passing score on all Final Assessments to
• NO late entries will be accepted certify to Earn & Learn

• Deadline to complete all modules & assessment:

8pm ET – 4/5/24

Earn
& Learn
Complete Earn & Learn
• Service 24+ hours of calls on dates highlighted in orange (see calendar with asterisks above).
• 8am-8pm ET (You may complete Earn and Learn from 8pm-12am ET; however, support
will be minimal during this time.)
• A minimum of 5 hours serviced on 4/8/24 is recommended
• A minimum of 7 hours service on 4/15/24 is required

• Deadline to complete 24+ hours of calls to certify: 8pm ET – 4/16/24

• Meet and maintain metric expectations

HOOPS
Hours of Operation ADDITIONAL TERMS OF
CONTRACT:

• Must service at minimum 7 hours on

Peak Day; April 15, 2024

• A minimum of 18 hours must be

M T W T F S S scheduled and serviced weekly to
remain active.
MONDAY THROUGH • Hours to be scheduled 2 weeks
in advance
SUNDAY
8am to 12am Eastern Time
On 4/15 HOOPs extend to 8am
to 3am ET
 • Through April 15, 2024
Additional
• Review project SOW for specific timelines and
renewal information Tech
Contract Requirements
Length
A second monitor is
recommended for
Total Net Promotor Score
this project
Most 3rd party anti-
• Based on customer survey feedback - specific goal to be MacBook's CAN be
provided by the Client monthly virus software
used* will not
Metrics Smartlook Usage Only Big Sur and
be compatible with
Monterey OS are
Service • 60% - Should be offered on all contacts compatible
Commitment +
Client Metrics
Intuit software.
* Please do not
Contact Avoidance
Cannotupdate
usetoVPN
newer OS
of
• 0% Tolerance - Purposefully avoiding calls or chats is not
tolerated and will result in your contract being terminated
from the campaign. any kind
Chromebooks,
tablets, & mobile
95% committed hours adherence devices CANNOT be
used
If you sign up for a shift, you must work your committed
scheduled hours 95% of the time, or you will be removed

Transfer Rate Most 3rd party anti-virus software

will not be compatible with Intuit
• Total number of calls vs calls transferred – specific goal to software.
be provided by the Client monthly
CANNOT use a VPN of any kind.

Client and Call Type Overview

Are you passionate about unraveling
mysteries? Do you possess extensive
knowledge of Google and its
functionalities? In this role, you will
assist customers via phone & chat
and aid them in finding solutions
related to the utilization of Tax
Software.
You will assist customers with tasks
such as login assistance, file
retrieval, password problem
resolution, software usage guidance,
and ultimately contribute to their
financial gain by aiding them in
obtaining tax refunds.
To be successful on this contract, you must be able to:
• Speak & type clearly, professionally
• Able to talk & type at the same time
• Able to interact with customers easily over the phone & chat
• Have great listening & research skills
• Have solid computer skills, including typing and navigation
• Answer your contacts & make sure you help answer the
customers’ question(s)
• Proficiency in conducting targeted keyword searches
• Have a noise/distraction free environment
What you will do every day:
• Answer both inbound calls/chats*
• Help answer questions by using answers you learn in
certification
• Document the customer’s case in the system
• Make sure to stay up to date with all new client updates
• Schedule & work all the hours you pick up

*Please note we do not have chat only opportunities. You must be

prepared to take contacts via calls and chats during any scheduled
shifts, as this can vary by metrics and client needs.

By registering for this gig & starting your background check, you are NOT guaranteed to be rostered for this class & client. Change is part of
the gig life & classes are filled first-come first-serve, based on completing AND passing ALL required tasks for the gig (audio interview if
applicable, screening questions, ID Verification AND Paperwork).