Senior Customer Support Services Specialist (HR)

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 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

Required Qualifications / Experience

• General education, vocational training and/or on-the-job training or equivalent education and experience required
• Typically 3+ years Customer Service experience required
• Typically 2+ years HR or related payroll and benefits experience required
• Preferred Qualifications: Associate's Degree or equivalent education and experience preferred

Additional Role Notes

• 1st point of contact for any HR inquiry.
• Team Structure: In ATL office.
• No Work Environment: Work in clean, pleasant, and comfortable office or home setting.