Customer Support Services Specialist

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. (50%)
• Works to resolve customer issues and inquiries via phone, email, chat and service cases. (10%)
• Ensures proper triage, escalation and effective resolution of more complex inquiries to the appropriate subject matter expert (10%)
• Documents all customer interactions in the CRM system (Salesforce) (10%)
• Manages open cases in CRM system to resolution in shortest possible timeframe while keeping customers regularly informed of status and anticipated resolution timing. (5%)
• 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. (5%)
• Strives to deliver first contact resolution (5%)
• Works with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner translating to a positive customer experience. (5%)

Required for All Jobs

• 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

Knowledge, Skills and Abilities

• Fluency in English - Advanced
• Knowledge of US Payroll, Benefits, or HR - Basic
• Proficiency in Microsoft Office Suite, PeopleSoft and SalesForce - Basic
• Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management etc.) - Basic
• Ability to follow established procedures in a timely, accurate manner. - Basic
• Ability to maintain confidentiality of corporate data - Advanced
• A demonstrated commitment to high professional ethical standards and a diverse workplace - Advanced
• Excellent verbal and written communication skills. - Advanced
• Minimum typing proficiency of 35 words per minute. - Basic
• Ability to communicate with employees at all levels of the organization. - Basic
• Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities. - Basic
• Able to gain a substantial understanding of the job quickly and apply knowledge and skills to complete a wide range of tasks. - Basic
• Ability to work US daytime hours (5 AM to 5 PM PST) -

Work Environment

• Work in a clean, pleasant, and comfortable office work setting. 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.
• This position is 100% in office.