Benefits Care Advocate, Phoenix

About the role

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.

Responsibilities

• You will own customers' inquiries from start to finish while keeping the customer updated at all times during the resolution process.
• 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.
• 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.

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.
• 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're an 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.

Qualifications

• Great written and verbal communicator: You are a confident communicator and methodical thinker. You consistently demonstrate exceptional writing and verbal communication skills and are adept at explaining technical concepts to a wide range of audiences. You understand the importance of listening to the customer before delivering service.

Skills

• Customer Service
• Problem Solving
• Communication
• Collaboration
• Stress Management
• Technical Proficiency

Benefits

At Gusto, we strive to provide rewards that empower employees to achieve their financial and personal goals. We offer competitive compensation packages with a strong emphasis on equity-based compensation (ownership in Gusto).

Pay

Gusto has a cash compensation range for this role of $19.231/hr—21.63/hr in Phoenix and most locations. Additional locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience, and expertise, and may vary from the amounts listed above.

Schedule

Employees who are based in Gusto’s physical office spaces in Denver, San Francisco, and New York City will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role).