Inbound Customer Benefits Advisor

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

Gusto’s Advising team is passionate about using innovative technology and service to elevate the health benefits experience of small business owners and their employees. Each team member is a true owner and makes a tremendous impact every day. The Inbound team is an integral part of the Gusto renewals experience; when a customer needs support, the Inbound team is the first step to resolution!

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

In this role, you’ll be answering questions via phone and email from our Gustomers regarding their benefits renewal and helping make requested changes to their benefits package. You’ll also use your insurance knowledge and customer service skills to guide employers to make their selection for their upcoming plan year in a timely manner to ensure all health insurance carrier deadlines are met. This position frequently collaborates with cross-functional teams to resolve issues or answer questions to achieve high customer satisfaction.

Here’s what you’ll do day-to-day:

• This role is in-line with a call center format; Gusties will answer inbound phone calls and emails to support customers during their renewal and answer their questions accurately and efficiently
• Proactively make outbound calls to solve a customer issue or create awareness of a customer’s action needed before renewal processes can start
• Work directly with customers and health insurance carriers to advise employers on the benefits offering that meet their and their employees’ needs
• Provide expertise and guidance to customers to assist customers in decision making or requested changes; resolves questions in a timely manner
• Navigate seamlessly between Gusto programs, systems and tools while assisting customers
• Collaborate with cross-functional teams within Gusto to resolve customer questions or issues during renewal
• Work across multiple customer-facing phone or email workflows to help ensure timely customer renewal completion

Here’s what we're looking for:

• 1-3  years of experience in a customer-facing role, bonus points for health insurance / benefits experience 
• Clear communication: strong written and verbal client communication: able to explain complex concepts in an easy-to-understand manner
• Resourceful problem solver: comfortable utilizing resources and creativity to resolve customer questions and issues
• Flexibility: can pivot between workflows throughout the day or week as business needs change with a ‘can do’ mindset
• Growth mindset: thrives in a fast-paced environment and is a champion of change
• Approach problems with a passion for improving the customer experience and reducing operational inefficiencies

Bonus Points: 

• Active Life and Health Producer License
• Health Insurance or Benefits experience (even if unlicensed)
• Experience in a call-center environment

Notice: This is a licensed role and will require any non-licensed applicants to complete the necessary steps to pursue and obtain an active Health Insurance Broker license within the first 60 days for continued employment.

Our cash compensation amount for this role is targeted at $28.85/hr - $30.29/hr in Denver & most remote locations. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

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.

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. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].