Benefits Care Advocate, Phoenix

At Gusto, we're on a mission to grow the small business economy.

As a Benefits Care Advocate at Gusto, you will guide our customers to solutions, answering queries via phone and email each day.

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.
• Be flexible to accommodate annual volume spikes from December through March when we require additional weekend overtime and blackout periods for paid time off 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: 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.
• Manages Stress Effectively: You're an autonomous problem solver with a personality that thrives in a dynamic environment.
• Reliable: Individuals should take pride in showing up to work not only for themselves but for their customers.
• Ethical: You hold true to your values of providing top-tier customer service.
• Great written and verbal communicator: You are a confident communicator and methodical thinker.

Our cash compensation range for this role is $19.231/hr,21.63/hr in Phoenix and most locations.