Description
At Gusto, we're growing the small business economy by handling hard tasks like payroll, health insurance, and HR. We're seeking customer experience professionals to join our CX team.
As a seasoned Retirement Benefits Advocate, you'll act as the single point of contact for all support inquiries, enhancing user experience and serving as a subject matter expert for Gusto's core products. You'll provide a holistic and consultative approach to help clients optimize their retirement plan, empowering them by proactively educating them on their plan's health, fiduciary responsibilities, and the tools available to drive employee engagement and retirement readiness.
Responsibilities:
- Own the customer journey by building trust, rapport, and partnership with customers through inbound and outbound phone, email, and Zoom interactions.
- Provide passionate, opinionated, consistent, expert, reliable support as a point of contact for retirement benefits inquiries.
- Leverage AI-assisted tools to accelerate research and communication while upholding accuracy, compliance, and Gusto's voice.
- Identify churn risk and quickly act to deliver solutions to mitigate the risk of churn, using your product knowledge and unique understanding of each individual customer.
- Build and maintain relationships built on trust and collaboration with admins to better understand and anticipate their needs.
- Partner with your customers and cross-functionally to unblock points of friction, proactively address potential concerns, and build an understanding of individual team needs and processes.
Requirements:
- 3-6 years of customer experience with 1+ years of full-time experience in retirement benefits.
- Experience with 401k retirement plans preferred.
- Account Management experience preferred.
- Proven ability to proactively and reactively support customers, driving their success, happiness, and loyalty through expert guidance and creative problem-solving.
- Ability to synthesize and communicate complex subjects clearly and effectively, both verbally and in writing, with customers and internal partners.
- Experience with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper.
- Excels in balancing inbound calls, scheduled meetings, and email inquiries while managing and prioritizing multiple high-priority resolutions effectively.
This posting represents a general talent pipeline that spans multiple levels within our CX team. Final compensation will be determined based on the specific role, level, and experience alignment. The estimated compensation range for these roles is $21.00–$35.00 per hour.