Benefits Care Advocate: Solve Complex Benefit Questions

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

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.