Customer Care Advocate

Gusto, Inc.   Mesa, AZ   Full-time     Call Center / Customer Service
Posted on June 24, 2024

Summary:

Gusto 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.

We are currently hiring Customer Care Advocates for remote positions!

Requirements

  • 6 months - 2 years of work experience in a customer-facing role
  • Preferred: 1 - 2 years experience in a contact center environment and/or customer-facing environment
  • 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.
  • Self-starter: A proactive problem solver with incredible critical thinking skills, comfortable with a role heavy in customer interaction for a minimum of 24 months.
  • Handles stress well: Conflict resolution skills and a personality that thrives in a dynamic environment.
  • Reliable: Reference checks should reveal no attendance/tardiness patterns.
  • Ethical: The demands of this position are not an excuse to abandon our values but rather an opportunity to reveal them to our customers.
  • Great written and verbal communicator: Loves writing and talking about technical concepts to a wide range of audiences and understands the importance of listening to the customer before delivering service.

Our customers come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

About Job/Responsibilities:

  • You will provide exceptional customer service by interacting with small business owners to resolve inquiries via email, chat, and live phone shifts, the latter lasting up to 8 hours during periods of high inbound call volume.
  • 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 able to perform your duties in a fast-paced environment, being able to adapt to change quickly in order to quickly resolve customer issues.
  • You will be required to expand your critical thinking skills and knowledge in order to answer progressively more challenging/complex customer inquiries.
  • You will work in close collaboration with other advocates as well as collaborate across the company in order to influence product development.
  • 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.
  • You will be able to deliver exemplary customer service using a "search first" mentality.

Compensation:

Salary range for this position is $42,016 - $46,217, plus overtime. Salary will be commensurate with experience and skillset. At Gusto, we provide rewards and a comprehensive benefits package including medical / dental / vision insurance, disability, 401k and more.

Gusto is proud to be an equal-opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.


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