Senior Customer Support Services Specialist

As a Customer Service Representative at TriNet, you will be responsible for resolving general, low complexity customer issues and inquiries through various channels such as phone, email, chat, and service cases. Your key responsibilities will include: - Working towards resolving customer issues effectively and ensuring proper triage and escalation of more complex inquiries - Documenting all customer interactions in the CRM system (Salesforce) - Managing open cases in the CRM system to resolution promptly while keeping customers informed of status - Meeting established key performance indicator metrics and contributing to customer retention and satisfaction goals - Striving for first contact resolution and providing accurate information in a professional and empathetic manner - Training and supporting new and existing staff - Communicating process updates and changes to the team - Building and maintaining effective business relationships with all departments - Performing other duties as assigned - Complying with all policies and standards Qualifications required for this role include: - General education, Vocational training, and/or on-the-job training or equivalent education - Associates degree or equivalent education - 3+ years of Customer Service experience Skills and Abilities expected from you are: - Proficiency in Microsoft Office Suite, PeopleSoft, and Salesforce - Fluency in English, bilingual skills are a plus - Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management, etc.) - Ability to follow established procedures accurately and in a timely manner - Maintaining confidentiality of corporate data and adhering to high professional ethical standards - Excellent verbal and written communication skills - Minimum typing proficiency of 35 words per minute - Ability to adapt to a fast-paced and continually changing work environment - Understanding the job quickly and applying knowledge to complete a wide range of tasks The work environment at TriNet is clean, pleasant, and comfortable, with this position being 100% in office. TriNet reserves the right to change or modify job duties and assignments as needed. Please note that the above job description may not cover all aspects of the position, and functions and qualifications may vary based on business requirements.,