Benefits Operations 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. 

Join the Customer Care team!

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.

We are currently hiring Customer Benefits Admins based in Denver! 

The Benefit Customer Care team's success 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.

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.

You'll gain skills and experience working on behalf of one of the most exciting 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:

• Own customers' benefit requests from start to finish working directly with health insurance carriers on our customer’s behalf.
• 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.
• Expand your critical thinking skills and knowledge in order to answer progressively more challenging/complex customer inquiries.
• 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.
• Flexibility to accommodate annual volume spikes ranging from December through March where we require additional weekend overtime and time off blackout periods in order to provide the best service possible to our customers during the most critical time of the year for small business owners.
• Work a scheduled full-time shift during our hours of operations.
• Meet the quality and productivity standards necessary to meet Gusto’s business standards for superior customer service and performance progression.

Here’s what we're looking for:

• 1 - 3 years experience in data management, operations, customer service, and/or benefits administration. Benefits industry experience preferred.
• Familiarity with data entry and interaction with external company contacts.
• Proactive problem solver and critical thinker, comfortable with customer interaction. Takes pride in seeing customer interactions through from start to finish.
• Comfort working with multiple and new technologies in a digital-first environment (Salesforce, Slack, NICE Workstation, etc.). You will navigate multiple digital systems and use customer data to inform decisions.
• Confident communicator and methodical thinker. You consistently demonstrate exceptional writing and verbal communication skills and are adept at explaining technical concepts to a wide range of audiences.
• Motivated to continuously strive towards improvement to better the success of our team and our customers.
• Autonomously resolves problems with a personality that thrives in a dynamic environment.

Our cash compensation for this role is $20.20/hr in Denver. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office ex