The opportunity
At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers.
What you'll do
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 Benefit Customer 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 expand your critical thinking skills and knowledge in order to: answer progressively more challenging/complex customer inquiries.
What they're looking for
- 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.
- Experience: 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.
- 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.
