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Associate Payroll Customer Success Consultant
Company | TriNet |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting,Software Development,Human Resources Services |
Expires | 2023-05-24 |
Posted at | 1 year ago |
- 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.
- Works cross-functionally with other TriNet colleagues to deliver exceptional customer services, build cohesive interdepartmental relationships, and coordinate support from other internal teams.
- Serves as a key contributor within the preferred service model, alerting the organization to key internal and/or external business issues (such as constantly evolving regulatory compliance requirements) and trends that affect business results, and providing training and mentoring to existing and new colleagues.
- Documents all customer interactions in the CRM system.
- Other projects and responsibilities may be added at the manager’s discretion.
- Handles open cases to ensure problem resolution in the shortest amount of time, while keeping clients regularly advised of status and anticipated resolution date, with a high emphasis on quality
- Ensures proper triage, escalation, and effective resolution of all client inquires, while providing relevant information, and making recommendations.
- Delivers excellent core standard services to customers through providing diligent, accurate, appropriate, timely, and easy-to-use valuable solutions to meet their needs.
- Organizes and prioritizes work to ensure timely, effective, efficient, and economic delivery of services; ensures Service Level and Operational Level agreements are met.
- Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience
- Preferred Certifications: FPC/CPP preferred
- Minimum of 2 years of customer service
- Minimum of 2 years of payroll experience
- Ability to meet customer needs taking ownership for customer satisfaction and gaining the cooperation of others in pursuit of company goals.
- Ability to link business need to payroll/platform programs and operational services.
- Top notch customer service skills.
- Solid understanding of API functionality and ways to address these types of customer requests.
- Fluency in English, bilingual a plus.
- Knowledge in payroll and compliance management
- Ability to demonstrate strong business acuity.
- Ability to work independently to resolve issues in a team office environment; to communicate effectively across many organizational levels and functions driving business engagement and teamwork; to effectively establish trust with stakeholders
- Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management).
- Ability to maintain confidentiality of corporate data.
- Excellent verbal and written communication skills including interpersonal and presentation and facilitation skills.
- High level of proficiency in Microsoft Office Suite, PeopleSoft, and Salesforce
- Possesses a deep understanding of TriNet's processes and aligns solutions to deliver an excellent client experience.
- Ability to multi-task, prioritize and complete requests and assignments in a timely manner.
- Knowledge of PEO products, services, and markets, including knowledge of operations, cross-functional workflows, and interaction between the various company units, processes, and systems
- No travel required
- Work in clean, pleasant, and comfortable office setting
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
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