Benefit Customer Care Advocate

Gusto • Full-time • Remote • 1d ago

Own customers' inquiries from start to finish while keeping the customer updated at all times during the resolution process.
Primarily manage live inbound phone channels, with flexibility to handle email and/or chat based on business needs.
Work a full-time 40-hour/week schedule during operational hours.
Meet the quality and productivity standards necessary to achieve superior customer service and performance progression.
Collaborate closely with other advocates and company departments to influence product development.
Deliver exemplary customer service using a 'search first' mentality, ensuring comprehensive research through internal resources before seeking further support.
Expand critical thinking skills and knowledge to answer progressively more challenging customer inquiries.
Stay up-to-date with new products/features and communicate these updates to customers effectively.
Be flexible to accommodate annual volume spikes which require additional weekend overtime and blackout periods for paid time off.

Minimum 2+ years of experience within a call center, technology, retail, or hospitality space.
At least 1 year experience in a customer-facing benefits role with a broker, carrier, or benefits provider.
Technical ability to work comfortably with digital technologies like Salesforce, Slack, Confluence, and NICE Workstation.
Collaborative team player who maintains a professional image.
Proactive problem solver with critical thinking skills and pride in customer interaction.
Effective stress management and autonomy in a dynamic environment.
Reliability and pride in perfect attendance.
Ethical approach with motivation to improve team and customer success.
Exceptional written and verbal communication skills, adept at explaining technical concepts to a wide range of audiences.