HR Support Services Consultant

TriNet•Atlanta, GA

5d•$57,800 - $98,200•Onsite

About The Position

The HR Consulting Team serves as the initial point of escalation for customer inquiry resolution (via phone, email, or chat) on general, moderate complexity inquires of a wide-ranging human resource inquiries. The HR Support Services Consultant provides best practice guidance and expertise to address complex HR compliance inquires, preemployment matters, performance management, discipline, termination procedures, leave of absences, policy development, national employment law guidelines, and other employee relation concerns. The HR Support Services Consultant is responsible for efficiently resolving inquiries escalated from the HR Support Center, and other CX Centers, including escalating to HR Compliance Tier 3 as needed. Lastly, the HR Support Services Consultant acts as a Human Resources contact for non-dedicated customer inquiries and escalations assisting with occasional TriNet systems, upline consulting, and overall operational questions for customers.

Requirements

Bachelor’s degree in HR, or related field is desired; or equivalent education/work experience.
Minimum of 10 years of HR experience.
PHR/SHRM-CP required; SPHR/SHRM-SCP preferred
Knowledge of contact center technologies (Telephony, CRM, Call Monitoring).
Knowledge and strong understanding of TriNet’s practices, policies, processes, systems capabilities and limitations, and the customer experience and interaction with the TriNet Platform.
High level of proficiency in Microsoft Office Suite, PeopleSoft and SalesForce.
Fluency in English, bilingual a plus.
In depth knowledge in payroll, benefits and compliance management.
Excellent verbal and written communication skills including interpersonal, presentation, and facilitation skills.
Top notch customer service skills.
Strong Workforce Analytics and reporting knowledge with a keen ability to solve customer reporting inquiries.

Responsibilities

Provides top notch customer service through phone, email, or chat delivering on-demand, timely, and valuable resolution to clients with questions on TriNet systems and HR, based on fundamental understanding of all operational areas. Utilizes best practice to guide customers from TriNet’s approved templates, resources, product suite, in accordance with company guidelines, standards, and processes to ensure quality and compliance.
Effectively supports the HR Support Center with Subject Matter Experts to help resolve client inquiries and coordinates support from other internal SME teams to resolve cross functional customer HR inquiries.
Serves as SME on a specific HR topic and within HR Support Center and HR Consulting to assist with complex inquiries. Part of SME responsibilities include mentoring and training new hires within the HR Consulting Center and participating in cross functional teams to enhance the function.
Support HR consultants in resolving complex customer inquiries within the team including conducting root cause analysis as needed on issues and recommending process and service enhancements to the leadership team.
Assists in resolution of HR related operational concerns, provides relevant information, and makes recommendations for best practice guidance.
Delivers or coordinate delivery, as appropriate, of TriNet compliance and administrative solutions.
Effectively transitions customer inquiries relating to payroll, benefits administration, and other customer full scope operations to the appropriate team/team member. This may require coordination of several teams/team members to assist customer with full one-call resolution.
Provides accurate information in an efficient, friendly, professional, and empathetic manner translating to a positive customer and colleague experience.
Manages and resolves open cases, chats and calls in the CRM system while keeping customers regularly informed of status and anticipated resolution timing. Thoroughly document all customer interactions in the CRM system using approved methods.
Alerts organization to key internal and/or external business concerns (such as ever-changing regulatory compliance requirements) and trends that affect business results.
Proactively updates the HR knowledge base with the assistance of other team members.
Responsible for taking initiative and action towards professional development.
Responsible for contributing to high customer retention.
Other projects and responsibilities may be added at the manager’s discretion.