Junior Onboarding Associate

Summary

Join Gusto's sales and onboarding team as a customer onboarding specialist and help small business customers complete their onboarding process. You will interact with customers via email, chat, and phone, matching our people platform offerings to their needs and guiding them through onboarding. This role requires a minimum of 1-2 years of experience in a high-volume onboarding or customer service environment with cross-selling or upselling experience. You will need excellent communication skills and a passion for achieving goals. Gusto offers competitive hourly pay, and employees in certain locations will work from the office 2-3 days a week. The company values customer empathy, ethical business practices, and a commitment to helping small businesses.

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 $23.00 - $24.50 for Denver, Las Vegas, Chicago, and Phoenix
• 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