Benefits Customer Care Advocate

About Gusto
Gusto is a contemporary online platform that assists small businesses in managing their teams effectively. In addition to payroll services, Gusto provides health insurance, 401(k) plans, expert HR support, and tools for team management. Currently, Gusto operates from offices in Denver, San Francisco, and New York, catering to over 300,000 businesses nationwide.
Our goal is to cultivate a work environment that enhances overall well-being, and this vision drives everything we do at Gusto. We are dedicated to fostering a collaborative and inclusive workplace, whether in person or virtually. Explore more about our Total Rewards philosophy.
Please be aware that there will be in-person training required for this role from June 24, 2024, to July 26, 2024, before transitioning to a hybrid position.
About The Role:
This position is ideal for individuals who excel in dynamic teams striving to make a difference through proactive and solution-oriented approaches. Providing exceptional service by going above and beyond is always a priority, with a constant focus on understanding the customer's perspective. While you may not always have an immediate answer, you embrace challenges wholeheartedly. We cannot assure you that it will be simple, but we guarantee that it will be time well invested.
The success of our Benefit Customer Engagement team hinges on the personal commitment of each advocate to establish genuine connections through phone, email, and chat. Our advocates take pride in resolving complex benefit queries from small business owners, contributing to our high NPS score while assisting tens of thousands of businesses.
Working as a Benefits Care Advocate at Gusto provides you with valuable skills and experience in representing one of the most innovative payroll and benefits platforms for small businesses. At Gusto, we are dedicated to offering the necessary resources and transparency to foster success through continuous learning, development, and performance evaluation.
About The Team:
The Customer Care team plays a pivotal role in delivering a world-class customer experience. With their dedication, insights, and customer-centric approach, this team has been instrumental in maintaining a high NPS score while serving numerous businesses. As a Benefits Care Advocate at Gusto, your responsibility will be to guide customers towards solutions, addressing their queries daily via phone and email.
Gusto is searching for support experts who thrive in a fast-paced, solution-focused call center environment. You will take ownership of each customer interaction from start to finish, ensuring exceptional service and accurate resolutions. Your role will involve guiding customers through product features and advocating for them internally to influence product decisions and enhancements.
Here's what you'll do day-to-day:

• You will handle customer inquiries from initiation to resolution while keeping customers informed throughout the process. While your primary focus will be on our live inbound phone channel, you should be prepared to assist via email and chat channels as needed.
• You are expected to work a full-time schedule of 40 hours per week during our operational hours.
• You will meet the quality and productivity standards essential for maintaining Gusto's commitment to superior customer service and performance excellence.
• You will collaborate closely with other advocates and engage with teams across the company to contribute towards product development.
• You will deliver top-notch customer service with a proactive approach, conducting thorough research using internal resources before seeking additional support.
• You will enhance your critical thinking abilities and knowledge to address increasingly complex customer queries.
• You will stay updated on new products/features and effectively communicate these updates to customers, ensuring a stellar customer experience.
• You must be flexible to accommodate seasonal spikes in volume, particularly from December to March, requiring additional weekend shifts and blackout periods for paid time off to deliver optimal service to customers during critical times for small business owners.

Here's what we're looking for:

• Experience: With 2 - 4 years of experience in call center, technology, retail, or hospitality sectors, you are ready for a fresh challenge. A minimum of 1 year in a Customer-facing benefits role with a Broker, Carrier, or Benefits provider is required. Ideally, you have 2 years of experience in the Benefit sector.
• Technical Ability: Comfortable with various digital technologies in a digital-first environment (tools like Salesforce, Slack, Confluence, NICE Workstation are frequently used). You will navigate multiple digital systems and leverage customer data for decision-making.
• Collaborative: A team player who can wear multiple hats, inspire colleagues, and work collaboratively while upholding a professional demeanor.
• Accountable: A proactive thinker with strong problem-solving skills, comfortable in customer-centric roles. You take pride in seeing customer interactions through to completion.
• Manages Stress Effectively: An independent problem solver who thrives in dynamic settings. You are adept at handling pressure and seek help when needed, while ensuring thorough resource utilization.
• Reliable: Demonstrate dedication by consistently showing up for work, not just for yourself but for the customers. A track record of perfect attendance is commendable.
• Ethical: Committed to delivering top-tier customer service, driven to continuously improve for the benefit of the team and customers. You uphold ethical values and avoid taking shortcuts.
• Great written and verbal communicator: Confident in communication and a logical thinker. You exhibit exceptional writing and verbal skills, capable of explaining technical concepts to diverse audiences. Listening to the customer before offering a solution is a priority for you.

At Gusto, we aim to provide rewarding opportunities that enable employees to reach their financial and personal objectives. We offer competitive compensation packages with a focus on equity-based compensation (ownership in Gusto). To learn more about Gusto's compensation strategy and benefits, please refer to our Total Rewards Approach page.
For this role, the cash compensation ranges between $20.67/hr and $22.12/hr in Denver. Remote compensation will vary based on location due to our geographical pay approach. Final compensation offers are influenced by factors such as candidate location, experience, and expertise, and may differ from the indicated amounts.
Gusto maintains physical office locations in Denver, San Francisco, and New York City. Employees in these regions are expected to work from the office approximately 2-3 days per week (or more as per role requirements). The same office policy applies to all Symmetry roles, a Gusto subsidiary with physical offices in Scottsdale.
Kindly note: Office expectations for San Francisco encompass both the San Francisco and San Jose metro areas.
If you are approved to work from a non-Gusto office location, a secure and reliable internet connection is necessary.
Our customer base is diverse, and so is our team. We hire individuals from various backgrounds, not just out of obligation but because it strengthens our company. If you share our values and passion for supporting small businesses, you will find a welcoming environment at Gusto.
Gusto is an equal opportunity employer, ensuring fair treatment in hiring decisions without discrimination based on various factors. We are committed to accommodating qualified individuals with disabilities and disabled veterans during the job application process. Should you require assistance in completing a Gusto job application, please contact candidate-