Customer Service Representative
Chisquares
Customer Care Advocate, Retirement
Gusto
full-time
Posted on:
Location Type: Hybrid
Location: Denver • Arizona, Colorado, Maine • 🇺🇸 United States
Visit company websiteSalary
💰 $22 - $26 per hour
Job Level
JuniorMid-Level
About the role
- Serve as a subject matter expert on 401(k) plan administration topics for Plan Sponsors and Participants
- Provide professional and empathetic customer service to B2B clients and their employees via phone and email
- Own customers' inquiries from start to finish, keeping customers updated throughout the resolution process
- Primarily handle live inbound phone channel and flex to email and/or chat based on business needs
- Achieve and maintain benchmarks for call volume, solved cases, and customer satisfaction (CSAT)
- Act as first line of defense for customer technical issues and troubleshooting within the product
- Collaborate with Product, Engineering, and Sales to problem-solve and influence product decisions and roadmap
- Navigate multiple product tools (Salesforce, Slack, Google Suite, Jira) to handle sensitive information accurately
- Identify trends and share insights with Product and Engineering to enhance the product suite
Requirements
- 2-4 years of experience in a customer-facing role requiring complex problem-solving, preferably within a regulated industry like FinTech, insurance, or financial services
- High-volume phone experience is required
- Comfortable working with multiple technologies in a digital-first environment (Salesforce, Slack, Confluence)
- Subject matter expertise on 401(k) plan administration topics, including contributions, distributions, loans, compliance, and eligibility
- Ability to provide professional and empathetic customer service via phone and email
- Ability to own customer inquiries from start to finish and meet benchmarks for call volume, solved cases, and CSAT
- Experience troubleshooting technical issues within a product
- Experience collaborating with cross-functional stakeholders (Product, Engineering, Sales)
- Strong phone, listening, and writing skills
Benefits
- Health insurance
- 401(k)s
- Hybrid work expectation for employees based in office locations (approx. 2-3 days per week)
- Reasonable accommodations for qualified individuals with disabilities and disabled veterans
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
401(k) plan administrationproblem-solvingtechnical troubleshootingcustomer service
Soft skills
empathycommunicationcollaborationlisteningwriting
