Benefits Customer Care Advocate

 

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

About The Role:

This role is fulfilling for those who thrive in dynamic teams that seek to make an impact through their proactive and solution-oriented mindset. Going the extra mile to deliver exceptional service is never an afterthought, as you always put yourself in the customer's shoes. Sometimes you won't know the correct answer, but you are the kind of person who is always up for the challenge. We can't promise it will be easy. We can promise it will be time well spent. 

Success on the Benefits CustomerCare team is driven by the personal responsibility taken on by each of our advocates to drive authentic interactions through phone, email, and chat. Our advocates take pride in finding resolutions to some of the most complex benefit questions from our small business owners. With their passion, insight, and customer advocacy, this team has helped us maintain a high NPS score while serving tens of thousands of businesses.

You'll gain skills and experience working on behalf of one of the most exciting payroll and benefits platform for small businesses. At Gusto, we commit to providing the resources and transparency to breed success through ongoing learning, development, and reflection on performance.

About The Team:

The Customer Care team is the linchpin of our world-class customer experience. With their passion, insight, and customer advocacy, this team has helped us maintain a high NPS score while serving tens of thousands of businesses. As a Benefits Care Advocate at Gusto, you will guide our customers to solutions, answering queries via phone and email each day. 

Gusto is seeking support experts who thrive in a fast paced, solutions based call center environment. You will own each customer experience from start to finish, ensuring exceptional service and accurate resolution. You will guide our customers through our product features and act as their advocate internally to influence our product decisions and roadmap. 

Here’s what you’ll do day-to-day:

• You will own customers' inquiries from start to finish while keeping the customer updated at all times during the resolution process. While you can expect to primarily be on our live inbound phone channel for the entirety of your shift, a Benefit Customer Care Advocate should be prepared to flex on to our email and/or chat channels based on business needs.
• You will be expected to work a full-time 40 hour/week schedule during our hours of operations.
• You will meet the quality and productivity standards necessary to meet Gusto’s business standards for superior customer service and performance progression.
• You will work in close collaboration with other advocates as well as collaborate across the company in order to influence product development.
• You will deliver exemplary customer service using a “search first” mentality, ensuring comprehensive research of a question is carried out through our various internal resources channels before asking for further support.
• You will expand your critical thinking skills and knowledge in order to answer progressively more challenging/complex customer inquiries.
• You will stay up-to-date with new products/features and be able to consistently communicate these updates to customers in a way that ensures an exceptional customer experience.
• You will be flexible in order to accommodate annual volume spikes ranging from December through March where we require additional weekend overtime and blackout periods for paid time off in order to provide the best service possible to our customers during the most critical time of the year for small business owners.

Here’s what we're looking for:

• Experience: You have 2 - 4 years of experience within the call center, technology, retail, or hospitality space and are seeking a new challenge. At least 1 year experience in a Customer-facing benefits role with a Broker, Carrier or Benefits provider is required
• Technical Ability — You must feel comfortable working with multiple and perhaps new techn