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 women and people of color are less likely to apply to jobs unless they meet every single requirement. At TriNet, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, we encourage you to apply anyways. 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.

Locations

United States (Remote)

What You Will Do

• Works with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner translating to a positive customer experience.
• Strives to deliver first contact resolution
• 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.
• Communicate process updates and changes to the team
• Builds and maintains effective business relationships with all departments
• Trains and supports new and existing staff
• Works to resolve general, low complexity customer issues and inquiries via phone, email, chat and service cases.
• 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.
• 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.

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 2+ years human resources experience required
• Typically 3+ years Customer Service experience required

Skills And Abilities

• Ability to communicate with employees at all levels of the organization.
• Excellent verbal and written communication skills.
• Ability to follow established procedures in a timely, accurate manner.
• Minimum typing proficiency of 35 words per minute.
• Fluency in English, bilingual a plus
• Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management etc.)
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• High level of proficiency in Microsoft Office Suite, PeopleSoft and SalesForce
• Ability to maintain confidentiality of corporate data
• 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.

Travel Requirements

No Travel

Work Environment

• Work in clean, pleasant, and comfortable office setting. Position may be considered remote and require reliable and consistent internet service. 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.

The salary range for this role is $43,900 to $66,720. The candidate’s final salary offer will be based on the candidate’s skills, education, work location and experience.

A candidate’s compensation may also include bonuses consistent with TriNet’s corporate bonus plan.

Additionally, subject to applicable eligibility requirements, TriNet offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program. Please click the following link for detailed information about our benefits offerings: https://www.trinet.com/documents/blt5b61a1040aae1904

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, color, 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.

About Us

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.

Please note that at this time, TriNet requires colleagues reporting to TriNet offices, engaging in in-person activities (including off-sites) or engaging in TriNet sponsored business travel, to be fully vaccinated (as defined by the CDC) against COVID-19 or provide proof of a negative PCR test each week. TriNet will consider requests for reasonable accommodations for documented medical reasons and for sincerely held religious beliefs in accordance with applicable law.

TriNet is providing access to a mobile app for colleagues to submit proof of vaccination or negative test results. Please do not include proof of vaccine status or any indication of a possible request for an accommodation when submitting your application materials. If applicable, TriNet will follow up with you directly to request proof of vaccination and to discuss any potential accommodations.