AI-Savvy Payroll & Benefits Advisor

Gusto; Illinois; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive pay & benefits

Equity (RSUs)

Total Rewards philosophy

Job summary

Gusto is seeking a dedicated Service Advisor to serve as the primary contact for customer support, guiding users through payroll and benefits features and acting as an advocate for customers to influence product decisions.

You will address churn risks, collaborate with cross-functional teams, and deliver exceptional experiences that build trust and loyalty across Gusto's national client base.

Qualifications

• 6+ years of customer experience, including 1+ years in Payroll and 2+ years in account management.
• Proven ability to support customers proactively and reactively, enhancing loyalty and satisfaction.
• Strong communication skills, with experience in synthesizing complex subjects for various audiences.

Responsibilities

• Build trust and partnership with customers via inbound and outbound communication channels.
• Serve as a dedicated advisor, offering expert support for payroll and benefits inquiries.
• Proactively engage with customers to understand their business needs and support preferences.
• Identify and address churn risks with strategic solutions to enhance customer retention.
• Collaborate cross-functionally to resolve points of friction and address customer concerns.
• Utilize critical thinking and problem-solving skills to deliver customer-centric solutions.
• Ensure strong product knowledge and competitive awareness to prevent customer churn.
• Leverage AI-assisted tools to improve research, communication, and compliance accuracy.

Skills

Customer experience

Payroll knowledge

Account management

Communication skills

Tools

Salesforce

Zoom

Google Suite

Gmail

Chili Piper

Job description

Gusto is seeking a dedicated Service Advisor to serve as the primary contact for customer support, guiding users through payroll and benefits features and acting as an advocate for customers to influence product decisions.

You will address churn risks, collaborate with cross-functional teams, and deliver exceptional experiences that build trust and loyalty across Gusto's national client base.