Benefit Customer Care Advocate

Gusto, Inc.•Denver, CO

12h•$21 - $23•Hybrid

About The Position

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. Sometimes, you won't know the correct answer, but you are the kind of person who is always up for the challenge. We can't promise it will be easy, but we can promise it will be time well spent. 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. With their passion, insight, and customer advocacy, this team has helped us maintain a high NPS score while serving tens of thousands of businesses. You'll gain skills and experience working for one of the most exciting payroll and benefits platforms for small businesses. At Gusto, we commit to providing the resources and transparency to breed success through ongoing learning, development, and performance reflection. The Customer Care team is the linchpin of our world-class customer experience. With their passion, insight, and customer advocacy, this team has helped us maintain a high NPS score while serving tens of thousands of businesses. 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. You will own each customer experience from start to finish, ensuring exceptional service and accurate resolution. You will guide our customers through our product features and act as their advocate internally to influence our product decisions and roadmap.

Requirements

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.
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).
Navigate multiple digital systems and use customer data to inform decisions.
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.
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.
An autonomous problem solver with a personality that thrives in a dynamic environment.
Not afraid to ask for help when the clock is ticking, but always check your resources before sending out the call.
Individuals should take pride in showing up to work not only for themselves but for their customers.
Hold true to your values of providing top-tier customer service.
Self-motivated to continuously strive towards improvement to better the success of our team and our customers.
Shortcuts should never be taken.
Confident communicator and methodical thinker.
Consistently demonstrate exceptional writing and verbal communication skills and are adept at explaining technical concepts to a wide range of audiences.
Understand the importance of listening to the customer before delivering service.

Nice To Haves

AI experience requirements vary by role and will be assessed during the interview process.

Responsibilities

Own customers' inquiries from start to finish while keeping the customer updated at all times during the resolution process.
Be prepared to flex onto our email and/or chat channels based on business needs.
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.