Senior Customer Support Services Specialist

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.

A Brief Overview
The senior specialist serves 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.

What you will do
•    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

Education Qualifications
•    General education, vocational training and/or on-the-job training or equivalent education and experience required
•    Associate's Degree or equivalent education and experience preferred

Experience Qualifications
•    Typically 3+ years Customer Service experience required
•    Typically 2+ years HR or related payroll and benefits experience required

Skills and Abilities
•    High level of proficiency in Microsoft Office Suite, PeopleSoft and SalesForce
•    Fluency in English, bilingual a plus
•    Knowledge of contact center 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.
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