Customer Experience Specialist (Health Insurance Benefit)

Join Gusto, a leading provider of cloud-based payroll, benefits, and human resource management software for small businesses. As a Customer Experience Specialist, you will be the face of our customer care team, guiding customers through our product features and advocating for their needs internally. You will handle customer inquiries from start to finish, ensuring exceptional service and accurate resolution. This is a full-time position with a focus on providing superior customer service and influencing product development.

• Guiding customers to solutions and answering queries via phone and email, ensuring exceptional service and accurate resolution.
• Owning each customer experience from start to finish, keeping the customer updated at all times during the resolution process.
• Collaborating closely with other advocates and across the company to influence product development and improve customer experience.

• Gusto is seeking support experts who thrive in a fast-paced, solutions-based call center environment
• 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
• Technical Ability—You must feel comfortable working with multiple and perhaps new technologies in a digital-first environment (tools such as Salesforce, Slack, Confluence, and NICE Workstation are often used). You will navigate multiple digital systems and use customer data to inform decisions
• Reliable: Individuals should take pride in showing up to work not only for themselves but for their customers. You’re proud of your perfect attendance award from grade school!
• 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
• 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
• Collaborative: 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
• 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
• Experience: Minimum 2+ years of experience within the call center, technology, retail, or hospitality space and are seeking a new challenge. At least 1-year experience in a Customer-facing benefits role with a Broker, Carrier, or Benefits provider. Highly preferred, 2 years experience in the Benefit space