Benefits Care Advocate, Phoenix

At Gusto, we're on a mission to grow the small business economy by handling the hard stuff , payroll, health insurance, 401(k)s, and HR , so owners can focus on their craft and customers.

As a Benefits Care Advocate at Gusto, you will guide customers to solutions, answering queries via phone and email each day. You'll own each customer experience from start to finish, ensuring exceptional service and accurate resolution.

Responsibilities:

• Own customers' inquiries from start to finish while keeping them updated during the resolution process.
• Work a full-time 40-hour/week schedule during operational hours.
• Meet quality and productivity standards for superior customer service and performance progression.
• Collaborate with other advocates and across the company to influence product development.
• Deliver exemplary customer service using a 'search first' mentality.
• Expand critical thinking skills and knowledge to answer complex customer inquiries.
• Stay up-to-date with new products/features and communicate updates to customers.
• Be flexible to accommodate annual volume spikes from December through March.

Requirements:

• Minimum 2+ years of experience within the call center, technology, retail, or hospitality space.
• At least 1-year experience in a Customer-facing benefits role with a Broker, Carrier, or Benefits provider.
• Highly preferred: 2 years experience in the Benefit space.
• Comfortable working with multiple technologies in a digital-first environment (tools such as Salesforce, Slack, Confluence, and NICE Workstation).
• Collaborative, accountable, and effective stress management.
• Great written and verbal communicator.

Benefits:

• Competitive base pay
• Benefits
• Equity (RSUs)
• Cash compensation range: $19.231/hr,$21.63/hr in Phoenix

Gusto is an equal opportunity employer and considers qualified applicants with criminal histories.