Gusto
Future Opportunities: Dedicated Service Advisor (Phoenix)
Phoenix, AZ · Full-time
Sponsorship not specifiedDetected 26 days ago
SalesforceOutbound SalesCustomer SupportResearchCommunicationCollaborationProblem SolvingCritical Thinking
About the role
- Offer amounts are determined by role, level, and location.
- Learn more about our Total Rewards philosophy.
- We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves.
Responsibilities
- Collaborate cross-functionally to resolve points of friction and address customer concerns.
- Utilize critical thinking and problem-solving skills to deliver customer-centric solutions.
- With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.
- The Dedicated Service Advisor will serve as the primary point of contact for all customer support inquiries, enhancing user experience and acting as a subject matter expert for Gusto's core products.
Requirements
- 6+ years of customer experience, including 1+ years in Payroll and 2+ years in account management.
- Strong communication skills, with experience in synthesizing complex subjects for various audiences.
- Proficiency with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper.
- Experience in identifying and mitigating churn, with confidence in retention-focused discussions.
- Proven ability to support customers proactively and reactively, enhancing loyalty and satisfaction.
- Ability to manage and prioritize multiple high-priority resolutions effectively.
- Expertise in providing creative resolutions for customers with minimal support.
- Strong rapport-building skills to enhance trust and collaboration with stakeholders.
- Deep understanding and pride in payroll knowledge to advocate for customer solutions.
- Demonstrated AI fluency in customer-facing roles with examples of efficiency and quality gains.
- Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.
- Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
- When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.
- 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.
Compensation
- All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success.
Benefits
- We handle the hard stuff - payroll, health insurance, 401(k)s, and HR - so owners can focus on their craft and their customers.
- All full-time employees receive competitive base pay, benefits, and equity (RSUs) - because everyone who helps build Gusto should share in its success.
- This role involves guiding customers through product features, providing proactive customer education, and serving as an advocate for customers to influence product decisions.
- Serve as a dedicated advisor, offering expert support for payroll and benefits inquiries.
Company info
- Build trust and partnership with customers via inbound and outbound communication channels.
- Proactively engage with customers to understand their business needs and support preferences.
- At Gusto, we're on a mission to grow the small business economy.
- AI is a fundamental part of how work gets done at Gusto.
This listing is sourced directly from Gusto's careers page and normalized into a canonical job model.