Jr. Onboarding Associate

Summary

Join Gusto's dynamic team as a Sales & Onboarding professional, assisting small business customers through their onboarding journey. You will handle high-volume communication via email, chat, and phone calls, guiding customers through the onboarding process and identifying upsell/cross-sell opportunities. Leveraging your customer success skills, you will provide expert advice and match our platform to their specific needs. This role requires 1-2 years of experience in a high-volume onboarding or customer service environment with a proven track record of cross-selling, upselling, or meeting KPIs. Gusto offers competitive hourly pay, and employees in specific locations will work from the office 2-3 days a week. We are committed to building a collaborative and inclusive workplace.

Requirements

• Minimum of 1-2 year previous experience working in a high volume onboarding or customer service environment where you were cross-selling, up-selling, or maintaining a quota / KPIs
• Desire to pursue a career in onboarding long-term
• A commitment to customer empathy and ethical business practices
• Passion to achieve goals and improve your craft
• Excellent communication skills both via phone and email/chat
• Motivated by challenge and adaptable to change

Responsibilities

• Answer live chats and phone calls, and engage in email communication at a high volume, with customers at different points in the sales process: discovery, decision, and onboarding
• Support customers through the process of onboarding
• Identify and execute on additional upsell/cross-sell opportunities
• Develop customer empathy and product expertise
• Advise on onboarding solutions for small businesses leveraging internal resources

Benefits

• Our cash compensation range for this role is offering hourly pay from $20.67- $24.50 for Denver, Phoenix, Las Vegas, Chicago, and Atlanta locations
• 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)
• When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required