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Accountant Care Advocate | Gusto | $24 – $25 | Remote (USA) ID-10524

About the Role:

We are looking for payroll experts who are passionate about providing Gusto’s accountant partners with the best customer service experience in the world. You will guide our accountant partners through the use of the Gusto platform, facilitating and bolstering the support of their clients using Gusto. You’ll address real problems and deliver an exceptional customer experience, all while continuing to work in the payroll industry and begin your career in the high-growth tech industry. 

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About the Team:

The Customer Care team is the linchpin of our world-class customer experience. With their passion, insight and customer advocacy, this team has helped us maintain a high NPS score while serving hundreds of thousands of businesses.

In this role, you’ll be empowering our Accountant partners as they support their clients with payroll and benefits at Gusto. You will guide our partners to payroll solutions, answering questions via phone, email, and chat each day.

Here’s what you’ll do day-to-day:

  • You will provide exceptional customer service by interacting with accounting firms to resolve payroll related questions via email, chat, and live phone shifts, the latter lasting up to 8 hours during periods of high inbound call volume. You may be scheduled anytime during our hours of operation (6am – 6:30pm MT).
  • You’ll handle inbound customer inquires about processing payroll, taxes and compliance. 
  • 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 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. 

Here’s what we’re looking for:

  • Minimum of 2 years work experience working in the payroll industry with a basic understanding of taxes, compliance, filings and wage laws across multiple states.
  • At least 3 years of work experience in a customer-facing role (ideally contact center, accounting, payroll, taxes, and/or benefits experience).
  • Payroll Industry Certifications (FPC or CPP) are a plus!
  • Tech Savvy: You know your way around GSuite and a Mac. Bonus points for knowing Salesforce, JIRA, and Slack.
  • Team Player: 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 cash compensation range for this role is $23.56/hr to $25.48/hr in Las Vegas. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.

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