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

Gusto is seeking support experts who thrive in a fast paced, solutions based operations environment. You will own each customer request from start to finish, ensuring exceptional service and accurate resolution

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. 

Our success in the Benefit Customer Engagement team is driven by the personal responsibility taken on by each of our advocates. Our advocates take pride in finding resolutions to some of the most complex benefit requests 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 platforms for small businesses. At Gusto, we commit to providing the resources and transparency to breed success through ongoing learning, development, and reflection on performance.

Here’s what you’ll do day-to-day:

• You will own customers' benefit requests from start to finish working directly with insurance carriers on our customer’s behalf.
• You will be expected to work a full-time scheduled shift 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 and existing processes.
• Provide expertise in healthcare and benefits enrollment via written and verbal communication with Gusto Customers
• 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 1 - 3 years of experience within the Benefits industry, operation, and/or call center, technology, retail, hospitality space and are seeking a new challenge. Familiar with data entry and external company contact interaction.
• Technical Ability — You must feel comfortable working with multiple and perhaps new technologies in a digital-first environment (tools such as Salesforce, Slack, Confluence, NICE Workstation are used often). You will navigate multiple digital systems and use customer data to inform decisions.
• Collaborative:  A consummate teammate, ready to wear multiple hats, inspire those around you, and work collectively while priding yourself in maintaining a brand that aligns to our values and code of conduct.
• Accountable: A proactive problem solver with incredible critical thinking skills, comfortable with a role heavy in customer interaction. Takes pride in seeing customer interactions through from start to finish.
• Manages Stress Effectively: You're an autonomous problem solver with a personality that thrives in a dynamic environment. You are not afraid to ask for help when the clock is ticking, but you always check your resources before sending out the call.