Customer Support Services Specialist

TriNet; United States; Remote; USD 41,000 - 72,000; Full time

Job summary

An established industry player is seeking a dedicated customer service representative to join their dynamic team. In this role, you will be the first point of contact for clients, ensuring exceptional service delivery in payroll, benefits, and human resources. You will tackle inquiries through various channels while striving for first contact resolution. This position offers an opportunity to make a significant impact in a supportive environment, where your contributions will help drive client satisfaction and retention. If you are passionate about customer service and eager to grow in a fast-paced setting, this role could be the perfect fit for you.

Benefits

Medical, Dental, and Vision Plans

Life and Disability Insurance

401(K) Savings Plan

Employee Stock Purchase Plan

Paid Time Off

Eleven Company Observed Holidays

Comprehensive Leave Program

Qualifications

• 2+ years of customer service experience required.
• HR or related payroll and benefits experience preferred.

Responsibilities

• Provide excellent customer service on payroll and HR inquiries.
• Resolve low complexity customer issues via multiple channels.
• Document all customer interactions in the CRM system.

Skills

Customer Service

Microsoft Office Suite

Salesforce

PeopleSoft

Contact Center Technologies

Verbal Communication

Written Communication

Typing Proficiency

Confidentiality

Adaptability

Education

General Education

Vocational Training

Tools

Salesforce

PeopleSoft

CRM Systems

Telephony

Job description

COMPANY OVERVIEW
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 anyway. You may just be the right candidate for this or other roles.

Job Summary
The role serves as the 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.

Essential Duties/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.
• Performs other duties as assigned
• Complies with all policies and standards

QUALIFICATIONS

Education:

• General education, vocational training and/or on-the-job training required
  

Work Experience:

• Typically 2+ years Customer Service experience required
• Typically 2+ years HR or related payroll and benefits experience preferred
  

Knowledge, 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.
• 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 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.
  
  

Travel Requirements:

• No travel
  

The salary range for this role is $41,600 to $71,300. 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 [e-mail] to request such an accommodation.

About the company

TriNet, legally TriNet Group, Inc., is a cloud-based professional employer organization for small and medium-sized businesses.