Benefits Care Advocate, Phoenix

United States Digital Space LLC; Phoenix (AZ); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Equity (RSUs)

Benefits

Job summary

United States Digital Space LLC in Phoenix is seeking a Benefits Care Advocate to join our Customer Care team. You will handle inquiries via phone and email, guiding small business owners through complex benefits questions and acting as their advocate within the company.

We value proactive problem solving, clear communication, and a willingness to learn in a fast-paced environment. The role offers equity-based compensation and a competitive pay package.

Qualifications

• Minimum 2+ years in the call center, technology, retail, or hospitality space.
• At least 1 year of experience in a customer-facing benefits role with broker, carrier, or benefits provider.
• Highly preferred: 2 years experience in the benefits space.
• Comfort with multiple digital tools to inform decisions (Salesforce, Slack, Confluence, NICE).

Responsibilities

• Own customers' inquiries from start to finish across phone, email, and chat.
• Work a full-time 40-hour/week schedule during operating hours.
• Meet quality and productivity standards to align with company expectations.
• Collaborate with advocates and across the company to influence product development.
• Conduct thorough research using internal resources before escalating.
• Stay up-to-date with new products/features and communicate updates to customers.
• Be flexible to accommodate December–March volume spikes with weekend overtime.

Skills

Call center experience

Benefits domain experience

Technical aptitude

Multitasking

Written communication

Tools

Salesforce

Slack

Confluence

NICE Workstation

Job description

About the company

At the company, 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 the company 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 the company. 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 the company, 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 the company, you will guide our customers to solutions, answering queries via phone and email each day.

the company 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 the company’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.

• 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.

• 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.

At the company, 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 the company). To learn more about the company’s compensation philosophy and benefits offerings please view our Total Rewards Approach page.

Our cash compensation range for thisrole is $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 th