1) Low pay for HARD work
2) Lots of tax and legal implications for a customer service job
3) LACK OF TRAINING
4) Poor management - most have 0 experience in customer service let alone working customer service at Gusto
5) LACK OF PROMOTIONS, they will show you a growth ladder but most people I know do not make more than 45k nor get actual promotions that includes raises
6) Lack internal knowledge base - A lot of our internal info is honestly not useful for everyday customer questions that are FREQUENT.
7) Not many standard operating procedures (SOP) - No consistency in certain tasks.
8) Lazy managers
9) Lazy colleagues
10) Everyone puts on front that they're nice, kind, inclusive, caring but in reality it is a front.
11) High turnover rate for managers and regular employees (Since I have been here - I have had 3 managers now, 2 within the same department in less than 3 months)
12) Lots of system issues using Salesforce - Our internal tech troubleshooting team does NOT HELP, you never get a response from certain tech people on your open case.
13) They prioritize payroll blocking matters for customers and customers who may experience tech issues will not be updated for a while (example I have a case that has been open since FEB 2021)
14) Colleagues will speak to admins/owners regarding complex issues and not be as thorough as possible leaving you to figure out what's going on
15) BENEFITS TRAIN EVERYONE FROM THEIR FIRST OR SECOND
MONTH!!!!!!!!!! This is annoying getting asked benefit related questions on the phone and not finding a resource on the question or having the answer.
16) STOP INTEGRATIONS IF WE DO NOT HAVE ALL POSSIBLE INFO! This become a back and forth between advocate and admin/owner.
17) Their should be transparency made on the 'contact us' button for owners/admins to know we ARE NOT LICENSED TAX ADVISORS OR HR PROFESSIONALS AND HR PROS IS NOT GUSTO AND IS AN INTEGRATION!!!!!!!!
18) Push for owners/admins to be more independent rather than relying on your customer service who makes $19 an hour.
19. PLEASE DO NOT APPLY HERE - ONLY IF THIS IS YOUR LAST RESORT. MAKING LESS THAN 40K A YEAR ANYWHERE IS NOT A SUSTAINABLE WAGE AND FOR HOW STRESSFUL THIS JOB IS, IT'S NOT WORTH IT. I FEEL LIKE AN ACCOUNTANT AND A TAX/COMPLIANCE ADVISOR RATHER THAN CUSTOMER SUPPORT.
