Dedicated Service Advisor

Responsibilities

• Build trust and partnership with customers via inbound and outbound communication channels
• Serve as a dedicated advisor, offering expert support for payroll and benefits inquiries
• Proactively engage with customers to understand their business needs and support preferences
• Identify and address churn risks with strategic solutions to enhance customer retention
• Collaborate cross-functionally to resolve points of friction and address customer concerns
• Utilize critical thinking and problem-solving skills to deliver customer-centric solutions
• Leverage AI-assisted tools to improve research, communication, and compliance accuracy

Requirements

• 6+ years of customer experience
• 1+ years of experience in Payroll
• 2+ years of experience in account management
• Proficiency with Salesforce, Google Suite, Zoom, and other productivity tools
• Demonstrated AI fluency in customer-facing roles with examples of efficiency and quality gains
• Strong communication skills with the ability to synthesize complex subjects for various audiences

About the Company

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. We support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.