Customer Care Advocate

1 month ago

Denver, United States Gusto Full time
About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That's why we're committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

About this Position

We're seeking support specialists who are passionate about delivering an unparalleled customer experience to small business owners. In this role, you'll guide customers through our Payroll and Taxes products, serving as their advocate to influence our internal product decisions and roadmap. You'll tackle real challenges, providing exceptional service, while launching your career in the fast-paced tech industry and gaining experience that will benefit you throughout your career.

About Customer Care

As a Care Advocate on Payroll & Taxes Care, you'll be the go-to expert for our clients and employees, ensuring that their payroll needs are met with precision, efficiency, and a smile. You'll dive into the details, troubleshoot issues, and provide clear, concise guidance on everything from payroll processing to tax support. Your work will directly contribute to the financial well-being of our clients, making you an essential part of our success story.

Here's what you'll do day-to-day:
  • Champion Customer Success: You will provide exceptional customer service by interacting with small business owners to resolve inquiries via email, chat, and live phone shifts, the latter lasting up to 8 hours during periods of high inbound call volume.
  • Stay Ahead of the Curve: You'll keep your finger on the pulse of our latest products and features, communicating updates to customers in a way that not only informs but delights.
  • Thrive in a Fast-Paced Environment: Adaptability is your superpower You'll swiftly navigate changes and solve customer issues, all while keeping up with the fast pace of our dynamic work environment.
  • Grow Your Skills: Expand your critical thinking and deepen your Payroll and Tax product knowledge to tackle increasingly complex customer inquiries and become a true expert.
  • Collaborate and Innovate: Work closely with your fellow advocates and collaborate across the company to influence product development, ensuring our solutions meet the evolving needs of our customers.
  • Flex and Thrive: During our annual volume spikes from December through March, you'll step up to the challenge with flexibility, taking on additional weekend overtime and respecting blackout periods for PTO to deliver the best service possible.
  • Exemplary Service with a "Search First" Mentality: You approach every customer interaction with a solution-oriented mindset, leveraging your skills to deliver outstanding service.
Here's what we're looking for:
  • Experience: 6 months to 2 years in a customer-facing role is required. Ideally, you have 1 to 2 years of experience in a contact center environment
  • Customer-focused: You excel at problem-solving and communication, always putting the customer first.
  • Detail-oriented: You have a keen eye for detail and a strong affinity for working with numbers.
  • Collaborative Team Player: You thrive in a team environment and are eager to contribute to our dynamic and supportive work culture.
  • Proactive Self-Starter: You are a proactive problem solver with exceptional critical thinking skills, ready to take on a customer-focused role for at least 24 months.
  • Calm Under Pressure: You possess strong conflict resolution skills and flourish in a fast-paced, dynamic environment.
  • Dependable: Your references will confirm your reliability, with no patterns of attendance or tardiness issues.
  • Ethical: You uphold strong values and recognize that the challenges of this role are opportunities to demonstrate integrity to our customers.
  • Excellent Communicator: You have a passion for writing and discussing technical concepts, can engage with a wide range of audiences, and understand the importance of listening to customers before delivering service.

Our cash compensation amount for this role is targeted at $19.23 - $21.63/hr in Denver. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require assistance in filling out a Gusto job application, please reach out to candidate-accommodations@gusto.com.

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