Senior Customer Support Services Specialist
About the role
A senior specialist serves as an 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. In addition, they will effectively coordinate support from other internal SME teams.
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.
- Trains and supports new and existing staff.
- Communicate process updates and changes to the team.
- Builds and maintains effective business relationships with all departments.
- Performs other duties as assigned.
Qualifications
- General education, vocational training and/or on-the-job training or equivalent education and experience required.
- Associate's Degree or equivalent education and experience preferred.
- Typically 3+ years Customer Service experience required.
- Typically 2+ years HR or related payroll and benefits experience required.
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.
- Able to gain a substantial understanding of the job quickly and apply knowledge and skills to complete a wide range of tasks.
Education
General education, vocational training and/or on-the-job training or equivalent education and experience required. Associate's Degree or equivalent education and experience preferred.
Work Environment
Work in clean, pleasant, and comfortable office or home setting.
Travel Requirements
No Travel
Work Location
The preferred location for this role is Atlanta, GA, and the salary range for this location is $23.08 to $36.06.
Benefits
TriNet offers 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. For detailed information about our benefits offerings, please click the following link: https://www.trinet.com/documents/blt5b61a1040aae1904.