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Benefits Customer Care Advocate
Company | Gusto |
Address | Denver Metropolitan Area, United States |
Employment type | FULL_TIME |
Salary | |
Category | Financial Services |
Expires | 2023-09-04 |
Posted at | 9 months ago |
About Gusto
- You will meet the quality and productivity standards necessary to meet Gusto’s business standards for superior customer service and performance progression.
- 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 in order to accommodate annual volume spikes ranging from December through March where we require additional weekend overtime and blackout periods for paid time off in order to provide the best service possible to our customers during the most critical time of the year for small business owners.
- You will be expected to work a full-time scheduled shift during our hours of operations.
- You will work in close collaboration with other advocates as well as collaborate across the company in order to influence product development and existing processes.
- You will own customers' benefit requests from start to finish working directly with insurance carriers on our customer’s behalf.
- You will expand your critical thinking skills and knowledge in order to answer progressively more challenging/complex customer inquiries.
- Provide expertise in healthcare and benefits enrollment via written and verbal communication with Gusto Customers
- 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.
- 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.
- Manages Stress Effectively: You're an 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.
- Collaborative: A consummate teammate, ready to wear multiple hats, inspire those around you, and work collectively while priding yourself in maintaining a brand that aligns to our values and code of conduct.
- Experience: You have 1 - 3 years of experience within the Benefits industry, operation, and/or call center, technology, retail, hospitality space and are seeking a new challenge. Familiar with data entry and external company contact interaction.
- 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.
- Technical Ability — You must feel comfortable working with multiple and perhaps new technologies in a digital-first environment (tools such as Salesforce, Slack, Confluence, NICE Workstation are used often). You will navigate multiple digital systems and use customer data to inform decisions.
- Reliable: You take pride in showing up to work not only for yourself but for our customers. You’re proud of your perfect attendance award from grade school!
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