Customer Support Services Specialist

TriNet • Atlanta, GA

6d • Onsite

About The Position

TriNet is a provider of human resources solutions for small and midsize businesses. The Customer Support Services Specialist is the initial point of entry for customer inquiries on a wide range of HR-related topics, helping ensure effective delivery of benefits, payroll, and human resources services. The position resolves service issues, identifies service opportunities, and informs management of developments that may need escalation to specialized resources.

This role delivers customer support in a contact center environment through inbound phone calls, email, chat, and service cases, with an emphasis on resolving issues at first contact. The preferred location is Atlanta, Georgia. External applicants will be considered for an in-office role based in Atlanta; internal candidates may be considered for remote hire at the company’s discretion. No travel is required.

Requirements

• Typically 2 or more years of customer service experience.
• General education, vocational training, and/or on-the-job training.
• High proficiency in Microsoft Office Suite, PeopleSoft, and Salesforce.
• Fluency in English.
• Knowledge of contact center technologies, including telephony, CRM, call monitoring, and workforce management.
• Ability to follow established procedures accurately and promptly.
• Ability to maintain confidentiality of corporate data.
• 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.
• Ability to quickly gain a substantial understanding of the job and apply knowledge and skills to a wide range of tasks.

Nice To Haves

• Typically 2 or more years of HR or related payroll and benefits experience.
• Bilingual ability.

Responsibilities

• Provide customer service to TriNet clients and worksite employees on payroll, benefits, and human resources inquiries.
• Resolve general, low-complexity customer issues through phone, email, chat, and service cases.
• Triage and escalate more complex inquiries to the appropriate subject matter expert and support their effective resolution.
• Document customer interactions in the Salesforce CRM system.
• Manage open CRM cases through resolution as quickly as possible and keep customers informed about status and anticipated resolution timing.
• Meet performance metrics established by management and contribute to customer retention and satisfaction goals.
• Strive to resolve service issues at first contact.
• Provide accurate information promptly and communicate in a friendly, professional, and empathetic manner.
• Perform other duties as assigned.
• Comply with all policies and standards.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k) savings plan
• Employee stock purchase plan
• Eleven company-observed holidays
• Paid time off (PTO)
• Comprehensive leave program
• Compensation may include bonuses under TriNet’s corporate bonus plan, subject to applicable terms.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed