Benefits Care Advocate, Phoenix

The Wrap; Phoenix (AZ); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Gusto is seeking a Benefit Customer Care Advocate to join our Customer Care team. You will handle inbound inquiries via phone, email, and chat, guiding customers to resolutions with a proactive, problem-solving mindset.

The role requires 2+ years in related environments and experience with benefits in a customer-facing capacity. You will work in a fast-paced, solutions-based call center and contribute to high NPS scores while learning our platform.

Qualifications

• Minimum 2+ years in call center, technology, retail, or hospitality space.
• At least 1-year in a Customer-facing benefits role with Broker, Carrier, or Benefits provider.
• Highly preferred, 2 years in the Benefits space.

Responsibilities

• Own customers' inquiries from start to finish; respond via phone, email, and chat.
• Work a full-time 40-hour/week schedule during hours of operation.
• Meet quality and productivity standards to meet company service standards.
• Collaborate with other advocates and across the company to influence product development.
• Deliver exemplary customer service using a “search first” approach with internal resources.
• Expand critical thinking to address progressively challenging inquiries.
• Stay up-to-date with new products/features and communicate updates to customers.
• Be flexible to accommodate annual volume spikes, including weekend overtime during peak periods.

Skills

Call center experience

Customer-facing

Tech-savvy

Salesforce

Slack

Confluence

NICE Workstation

Tools

Salesforce

Slack

Confluence

NICE Workstation

Job description

About Gusto

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. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

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.

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.

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 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.

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 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.
• 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:

• 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.