Senior Customer Support Services Specialist - Human Resources

About TriNet

TriNet is a prominent provider of integrated human resource solutions tailored for small and medium-sized businesses (SMBs). We empower businesses to enhance their productivity by consolidating their HR functions with a single strategic partner, allowing them to focus on expanding and managing their core operations. Our comprehensive HR services encompass payroll management, human capital consulting, employment law compliance, and employee benefits such as health insurance, retirement plans, and workers’ compensation.

As a publicly traded company on the NYSE (ticker: TNET) with a nationwide footprint, TriNet is committed to innovation and making a significant impact within the large SMB market. Join us in delivering exceptional HR services that drive client success.

Position Overview

The Senior Customer Support Services Specialist acts as the frontline contact for resolving a broad spectrum of HR-related client inquiries through various channels including phone, email, chat, and service cases. This role ensures the effective delivery of TriNet’s services in payroll, benefits, and human resources by addressing service requests, identifying opportunities for improvement, and escalating complex issues as necessary. The position emphasizes providing an excellent client experience by focusing on first contact resolution and collaborating closely with internal subject matter experts (SMEs). Additionally, this role contributes to knowledge sharing and supports ongoing process enhancements.

Key Responsibilities

• Deliver exceptional customer service to TriNet clients and their employees concerning payroll, benefits, and HR questions.
• Handle general and straightforward client issues through multiple communication channels, aiming for swift and effective resolutions.
• Appropriately triage and escalate more complex concerns to relevant experts within TriNet.
• Maintain complete documentation of all customer interactions within the CRM system (Salesforce).
• Manage open cases diligently to achieve timely resolutions while keeping clients regularly updated on progress and expected timelines.
• Consistently meet or exceed key performance indicators related to customer retention and satisfaction.
• Prioritize achieving resolutions at first contact to enhance customer experience.
• Respond with urgency, professionalism, empathy, and accuracy to ensure a positive interaction.
• Train and support both new hires and existing team members to foster a knowledgeable workforce.
• Communicate ongoing process updates and changes clearly across the team.
• Develop and uphold strong collaborative relationships across departments.
• Complete other duties as assigned, ensuring compliance with all company policies and standards.

Required Qualifications

• General education supplemented by vocational training, on-the-job experience, or equivalent combination of education and practical experience.
• At least three years of customer service experience.
• A minimum of two years experience related to human resources, payroll, or employee benefits.

Preferred Qualifications

• Associate’s Degree or equivalent education and work experience highly preferred.

Additional Details

• This role serves as the primary touchpoint for any HR-related inquiries.
• The team is based in the Atlanta, GA office.
• Work is performed in a comfortable, clean office or home environment with accommodations available for disabilities.
• The preferred location is Atlanta, with the salary range from $23.08 to $36.06 per hour, depending on qualifications and location.
• All qualified candidates are considered for onsite roles; internal candidates may be eligible for remote work at the company’s discretion.
• Compensation package may include bonuses aligned with corporate bonus plans.
• Full-time employees enjoy benefits including medical, dental, vision insurance, life and disability coverage, 401(k) savings, employee stock purchase plan, 11 company holidays, paid time off, and a comprehensive leave program.

Equal Opportunity Employer Statement

TriNet is committed to equal employment opportunities without discrimination based on race, religion, color, disability, medical condition, genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, pregnancy status, age, veteran status, or other protected classifications. Reasonable accommodations are provided for applicants with disabilities during the hiring process upon request.