Customer Support Services Specialist

TriNet•Atlanta, GA

7d•$21 - $32•Onsite

About The Position

The Customer Support Services Specialist serves as the initial point of entry for customer inquiries about a wide range of human resources topics. The role supports the effective delivery of TriNet services in benefits, payroll, and human resources by resolving service issues, identifying service opportunities, and escalating developments or complex inquiries to specialized resources. In a contact center environment, the specialist handles inbound calls, emails, chats, and service cases, with an emphasis on first-contact resolution and a positive client experience. The role provides customer service to TriNet clients and worksite employees, manages and documents interactions and cases in Salesforce, and keeps customers informed about case status and anticipated resolution timing. The specialist is accountable for established performance metrics and customer retention and satisfaction goals. The preferred location is Atlanta, Georgia; external applicants will be considered for an in-office role there, while internal candidates may be considered for remote hire at the company’s discretion. No travel is required.

Requirements

General education, vocational training, and/or on-the-job training is required.
Typically, at least 2 years of customer service experience is required.
High proficiency in Microsoft Office Suite, PeopleSoft, and Salesforce.
Knowledge of contact center technologies, including telephony, CRM, call monitoring, and workforce management.
Ability to follow established procedures in a timely and accurate manner.
Ability to maintain the confidentiality of corporate data.
Demonstrated commitment to high professional ethical standards and a diverse workplace.
Excellent verbal and written communication skills.
Typing proficiency of at least 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 complete a wide range of tasks.

Nice To Haves

Typically, at least 2 years of HR or related payroll and benefits experience is preferred.
Bilingual fluency is a plus.

Responsibilities

Provide customer service to TriNet clients and worksite employees on payroll, benefits, and human resources inquiries.
Resolve general, low-complexity customer issues and inquiries through phone, email, chat, and service cases.
Triage and escalate more complex inquiries to the appropriate subject matter expert and support effective resolution.
Document customer interactions in the Salesforce CRM system.
Manage open CRM cases through resolution as quickly as possible while regularly informing customers about status and anticipated resolution timing.
Meet established key performance indicator metrics and contribute to customer retention and satisfaction goals.
Strive to achieve first-contact resolution.
Provide accurate information with urgency, friendliness, professionalism, and empathy.
Perform other duties as assigned.
Comply with all policies and standards.