Benefit Customer Care Advocate

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

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.

Our success in the Benefit Customer Engagement 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.

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.

Here’s what you’ll do day-to-day:

• Own customers' inquiries from start to finish while keeping the customer updated at all times during the resolution process.
• Work a full-time 40-hour/week schedule during our hours of operation.
• Meet the quality and productivity standards necessary to meet Gusto’s business standards for superior customer service and performance progression.
• Collaborate closely with other advocates and across the company to influence product development.
• 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.
• 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.

Here’s what we're looking for:

• Experience: Minimum 2+ 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.Highly preferred, 2 years experience in the Benefit space.
• Technical Ability,You must feel comfortable working with multiple and perhaps new technologies in a digital-first environment (tools such as Salesforce, Slack, Confluence, and NICE Workstation are often used).
• Collaborative: A consummate teammate, ready to wear multiple hats, inspire those around you and work collectively while priding yourself in maintaining a professional brand and image.
• 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.
• Reliable: Individuals should take pride in showing up to work not only for themselves but for their customers. You’re proud of your perfect attendance award from grade school!
• Ethical: You hold true to your values of providing top-tier customer service. You are self-motivated to continuously strive towards improvement to better the success of our team and our customers. Shortcuts should never be taken.
• Great written and verbal communicator: You are a 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. You understand the importance of listening to the customer before delivering service.