Senior Customer Support Services Specialist

Job Description

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.

TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.

Don't meet every single requirement? Studies have shown that many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. TriNet always strives to hire the most qualified candidate for a particular role, ensuring we deliver outstanding results for our small and medium-size customers. So if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, nobody’s perfect – and we encourage you to apply. You may just be the right candidate for this or other roles.

Job Summary

The Senior Customer Support Services Specialist as an initial point of entry for customer inquiry resolution (via phone, email, chat, or services cases) on a wide range of human resources related topics. The position ensures the effective delivery of TriNet services in the areas of benefits, payroll, and human resources; resolving service issues, identifying service opportunities, and informing management of key developments that may require escalation to more specialized TriNet resources. The role will provide an incredible client experience in a contact center environment by answering and documenting inbound calls, emails, and chats with an emphasis on first contact resolution of service issues. In addition, they will effectively coordinate support from other internal SME teams. The colleague in this role will share knowledge and best practices with less experienced colleagues and support a continual process improvement change cycle.

Responsibilities

• Provide excellent customer service to TriNet clients and worksite employees in various areas of subject matter expertise; including payroll, benefits and human resources related inquiries.
• Works to resolve general, low complexity customer issues and inquiries via phone, email, chat and service cases.
• Ensures proper triage, escalation and effective resolution of more complex inquiries to the appropriate subject matter expert
• Documents all customer interactions in the CRM system (Salesforce)
• Manages open cases in CRM system to resolution in shortest possible timeframe while keeping customers regularly informed of status and anticipated resolution timing.
• Responsible for consistently meeting established key performance indicator metrics as defined by management and being accountable to TriNet’s customer retention and customer satisfaction goals.
• Strives to deliver first contact resolution
• Works with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner translating to a positive customer experience.
• Trains and supports new and existing staff
• Communicate process updates and changes to the team
• Builds and maintains effective business relationships with all departments
• Performs other duties as assigned
• Complies with all policies and standards
  
  
  

Qualifications

Education

• General education, Vocational training and / Or on the job training or equivalent education.
• Associate’s degree or equivalent education
  
  
  

Work Experience

• Typically, 3+ years of Customer Service experience
• Typically, 2+ years of HR or related payroll and benefits experience
  
  
  

Skills

• High level of proficiency in Microsoft Office Suite, PeopleSoft and Salesforce
• Fluency in English, bilingual a plus
• Knowledge of contact centre technologies (Telephony, CRM, Call Monitoring, Workforce Management etc.)
• Ability to follow established procedures in a timely, accurate manner.
• Ability to maintain confidentiality of corporate data
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Excellent verbal and written communication skills.
• Minimum typing proficiency of 35 words per minute.
• Ability to communicate with employees at all levels of the organization.
• Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities.
• Able to gain a substantial understanding of the job quickly and apply knowledge and skills to complete a wide range of tasks.
  
  
  

Work Environment

• Work in a clean, pleasant, and comfortable office work setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.
• This position is 100% in office.
  
  
  

Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, colour, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact [email protected] to request such an accommodation.