Customer Support Services Specialist

About TriNet

TriNet is a premier provider of all-encompassing human resources solutions tailored for small and midsize businesses (SMBs). We boost business efficiency by offering clients the convenience of outsourcing their HR operations to a dedicated partner, allowing them to focus on core business growth. Our full-service HR offerings encompass payroll processing, human capital consulting, employment law adherence, as well as employee benefits such as health coverage, retirement plans, and workers’ compensation insurance.

Operating nationwide and led by an adept executive team, TriNet is publicly listed on the NYSE under the ticker TNET. If you're driven by innovation and wish to influence the expansive SMB market, join us in empowering our clients’ success with exceptional HR services.

Role Overview

This position acts as the primary point of contact for resolving customer inquiries received via phone, email, chat, or service cases across various HR-related subjects. The specialist ensures prompt and reliable service delivery in areas like benefits, payroll, and HR, addressing service challenges, spotting opportunities for service enhancements, and alerting management to issues needing specialized attention. You will deliver an outstanding client experience within a contact center by managing inbound communications with a focus on resolving issues during the initial contact.

Key Responsibilities

• Deliver top-notch customer service to TriNet clients and their employees on topics including payroll, benefits, and HR inquiries.
• Address and resolve straightforward and low-complexity customer issues across multiple communication channels: phone, email, chat, and service cases.
• Properly triage and escalate complex cases to subject matter experts to ensure efficient resolution.
• Accurately document all customer interactions in the CRM system (Salesforce).
• Monitor open cases in the CRM to achieve timely resolution while keeping customers updated on status and expected resolution timelines.
• Consistently meet predefined key performance indicators set by management, contributing to customer retention and satisfaction objectives.
• Prioritize first contact resolution to enhance customer experience.
• Operate with urgency, providing clear, friendly, professional, and empathetic communication.
• Perform additional duties as assigned while adhering to all organizational policies and standards.

Qualifications and Experience

• Required: General education, vocational training, or equivalent on-the-job training.
• Preferred: At least 2 years of customer service experience.
• Preferred: Over 2 years of HR or related payroll and benefits experience.

Skills and Abilities

• Proficient with Microsoft Office Suite, PeopleSoft, and Salesforce CRM.
• Bilingual proficiency with fluency in English is required.
• Familiarity with contact center technologies such as telephony, CRM, call monitoring, and workforce management.
• Ability to follow established procedures efficiently and accurately.
• Maintain confidentiality of sensitive corporate information.
• Commitment to professional ethics and fostering a diverse workplace.
• Strong verbal and written communication abilities.
• Minimum typing speed of 35 words per minute.
• Comfortable communicating effectively with employees across all organizational levels.
• Adaptability to a dynamic and fast-evolving work environment managing multiple priorities.
• Quickly comprehend role requirements and apply knowledge to complete a broad range of tasks.

Additional Information

Location & Work Setting: Preferred work location is Atlanta, GA. While the role is remote, in-office positions may be considered for qualified external applicants. Internal candidates are encouraged to consider relocation and may be eligible for remote work at TriNet’s discretion.

Compensation: Salary range for Atlanta roles is $21.01 to $29.03 per hour, determined by skills, education, experience, and location. Bonus eligibility applies per TriNet’s corporate bonus plan.

Benefits: Full-time permanent employees are offered a comprehensive benefit program including medical, dental, vision, life, and disability insurance, 401(k) plan, employee stock purchase program, 11 company holidays, paid time off, and extensive leave options.

Travel: No travel requirements.

Diversity & Inclusion: TriNet is an Equal Opportunity Employer, committed to non-discrimination and providing accommodations for applicants with disabilities upon request.