Customer Support Services Specialist - Bilingual

TriNet Group, Inc.; Atlanta (GA); On-site; USD 28,943 - 39,991; Full time

Benefits offered by this job

Bonuses under corporate plan

Health benefits (medical, dental, and–

401(k) plan

Employee stock purchase plan

Paid time off

Job summary

TriNet Group, Inc. is seeking an entry-level to mid-level Customer Service specialist to resolve inquiries across payroll, benefits, and HR in a fast-paced contact center.

You will handle inbound calls, emails, and chats, ensuring first-contact resolution and timely case management. Responsibilities include logging interactions in Salesforce, escalating complex issues, and meeting KPIs to support client retention.

Qualifications

• 2+ years of customer service experience.
• 2+ years HR or payroll/benefits experience preferred.
• Fluency in English; bilingual ability may be required depending on role.

Responsibilities

• Provide excellent customer service to TriNet clients and worksite employees across payroll, benefits, and HR inquiries.
• Resolve general, low complexity customer issues via phone, email, chat, and service cases.
• Triage, escalate, and ensure effective resolution of more complex inquiries to subject matter experts.
• Document all customer interactions in the CRM system (Salesforce).
• Manage open cases in the CRM to resolution in a timely manner and keep customers informed of status and ETA.
• Meet established key performance indicators and contribute to customer retention and satisfaction goals.
• Strive for first contact resolution and provide accurate information in a friendly, professional, and empathetic manner.
• Perform other duties as assigned and comply with all policies and standards.

Skills

Salesforce

PeopleSoft

Microsoft Office

English fluency

Education

General education/vocational training

Job description

Overview

TriNet is a provider of human resources solutions for small to midsize businesses. This role serves as the initial point of entry for customer inquiry resolution on a wide range of human resources topics. The position ensures effective delivery of TriNet services in benefits, payroll, and human resources; resolves service issues, identifies opportunities, and informs management of developments that may require escalation to specialists. The role focuses on delivering an excellent client experience in a contact center environment by handling inbound calls, emails, and chats with emphasis on first contact resolution.

What you will do

• Provide excellent customer service to TriNet clients and worksite employees across payroll, benefits, and human resources inquiries.
• Resolve general, low complexity customer issues via phone, email, chat, and service cases.
• Triage, escalate, and ensure effective resolution of more complex inquiries to subject matter experts.
• Document all customer interactions in the CRM system (Salesforce).
• Manage open cases in the CRM to resolution in a timely manner and keep customers informed of status and ETA.
• Meet established key performance indicators and contribute to customer retention and satisfaction goals.
• Strive for first contact resolution and provide accurate information in a friendly, professional, and empathetic manner.
• Perform other duties as assigned and comply with all policies and standards.

Education Qualifications

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

Experience Qualifications

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

Skills and Abilities

• Proficiency in Microsoft Office Suite, PeopleSoft, and Salesforce.
• Fluency in English; bilingual ability may be required depending on role.
• Knowledge of contact center technologies (telephony, CRM, call monitoring, workforce management).
• Ability to follow established procedures in a timely, accurate manner.
• Ability to maintain confidentiality of corporate data.
• Strong ethical standards and commitment to a diverse workplace.
• Excellent verbal and written communication skills.
• Minimum typing speed of 35 words per minute.
• Ability to communicate with employees at all levels of the organization.
• Ability to adapt to a fast-paced, changing business environment and manage multiple priorities.
• Ability to rapidly gain understanding of the role and apply knowledge to complete tasks.

Travel Requirements

No travel

Location and Compensation

The preferred location for this role is Atlanta, GA. Salary range for this location is $21.01 to $29.03. Eligible applicants may be considered for an in-office role in Atlanta or relocation to Atlanta for remote work at the company’s discretion. Final salary offers depend on skills, education, location, and experience. A compensation package may include bonuses under TriNet’s corporate plan. In addition, full-time employees may receive medical, dental, vision, life and disability insurance, a 401(k) plan, an employee stock purchase plan, holidays, paid time off, and a comprehensive leave program. Details are available in the benefits information linked by TriNet.

Equal Opportunity TriNet is an Equal Opportunity Employer and does not discriminate based on race, religion, color, disability, medical condition, genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex, age, veteran status, or other protected characteristics. Accommodations during the application process are available upon request to [e-mail].