About the Role:
Our success in the Customer Care 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. You'll gain skills and experience working for one of the most exciting 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.
About the Team:
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, email and chat 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.
Please note that there will be an onsite training requirement for this role, before moving to a hybrid position. There is also a requirement to be present onsite for training during employment in this role.
At Gusto, we pride ourselves on providing exceptional service to our customers. To achieve this, we require all team members to be flexible with their schedules to meet the varying needs of our clients. This may involve working overtime, weekends, or adjusting shifts as necessary.
Here’s what you’ll do day-to-day:
- You will own customers' inquiries from start to finish while keeping the customer updated at all times during the resolution process. While you can expect to primarily be on our live inbound phone channel for the entirety of your shift, a Benefits Care Advocate should be prepared to flex onto our email and/or chat channels based on business needs.
- You will be expected to work a full-time 40-hour/week schedule during our hours of operation.
- You will meet the quality and productivity standards necessary to meet Gusto’s business standards for superior customer service and performance progression.
- You will collaborate closely with other advocates and across the company to influence product development.
- You will 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.
- You will 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.
- You will 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:
- 2 - 4 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 benefits broker, benefits administrator, or benefits with a payroll/HCM/PEO company. Highly preferred, 2 years experience in the benefits 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). You will navigate multiple digital systems and use customer data to inform decisions.
- 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. Takes pride in seeing customer interactions through from start to finish.
- Manages Stress Effectively: You'rean autonomous problem solver with a personality that thrives in a dynamic environment. You are not afraid to ask for help when the clock is ticking, but you always check your resources before sending out the call.
- Reliable: Individuals should take pride in showing up to work not only for themselves but for their customers. You’re proud of your perfect attendance award from grade school!
- Ethical: You hold true to your values of providing top-tier customer service. You are self-motivated to continuously strive towards improvement to better the success of our team and our customers. Shortcuts should never be taken.
Our cash compensation range for this role is $20.51/hr to $23.93/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.
