Remote Benefits Care Advocate

Monograph; Denver (CO); On-site; USD 28,000 - 32,000; Full time

Job summary

Gusto is hiring a Benefits Care Advocate to manage customer inquiries via phone, email, and chat. You will resolve complex benefit questions for small business owners, guided by a customer-first mindset and collaboration across teams.

The role emphasizes ongoing learning and adapting to new product features in a fast-paced, remote-friendly environment. You will handle high-volume periods with weekend overtime during December–March, ensuring exceptional service and accurate resolutions while

Qualifications

• 2+ years in a call center, tech, retail, or hospitality space with a customer-facing benefits role preferred.
• Experience in a benefits space with a broker, carrier, or provider is highly preferred.

Responsibilities

• Own customer inquiries from start to finish and keep customers updated throughout resolution.
• Work a full-time 40-hour/week schedule during operating hours.
• Meet quality and productivity standards to ensure superior service.
• Collaborate with colleagues and across teams to inform product development.
• Follow a 'search first' approach and research using internal resources before escalating.

Skills

Call center experience

Customer-facing benefits role

Technical adaptability

Collaborative

Accountable

Stress management

Reliable attendance

Excellent written and verbal skills

Tools

Salesforce

Slack

Confluence

NICE Workstation

Job description

Gusto is hiring a Benefits Care Advocate to manage customer inquiries via phone, email, and chat. You will resolve complex benefit questions for small business owners, guided by a customer-first mindset and collaboration across teams.

The role emphasizes ongoing learning and adapting to new product features in a fast-paced, remote-friendly environment. You will handle high-volume periods with weekend overtime during December–March, ensuring exceptional service and accurate resolutions while