Customer Support Services Specialist

Role & responsibilities

Job Summary

The Customer Support Services Specialist 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.

Key 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 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 TriNets 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

Preferred candidate profile

Work Experience

• Typically, 2+years of Customer service Experience .
• Typically 2+ years of HR or related payroll and benefits experience.

Knowledge, Skills & Abilities

• Fluency in English
• Knowledge of US Payroll, Benefits, or HR
• Proficiency in Microsoft Office Suite, PeopleSoft and SalesForce
• 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.
• Ability to work US daytime hours (5 AM to 5 PM PST)