Customer Support Services Specialist

About the Role

This Customer Support Services Specialist role serves as the initial point of entry for customer inquiry resolution, ensuring the effective delivery of TriNet services in areas such as benefits, payroll, and human resources.

The position requires providing an incredible client experience in a contact center environment by answering and documenting inbound calls, emails, and chats with an emphasis on first contact resolution of service issues.

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.
• Work to resolve customer issues and inquiries via phone, email, chat, and service cases.
• Ensure proper triage, escalation, and effective resolution of more complex inquiries to the appropriate subject matter expert.
• Document all customer interactions in the CRM system (Salesforce).
• Manage open cases in CRM system to resolution in the shortest possible timeframe while keeping customers regularly informed of status and anticipated resolution timing.
• Consistently meet established key performance indicator metrics as defined by management and be accountable to TriNet's customer retention and customer satisfaction goals.
• Strive to deliver first contact resolution and work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner, translating to a positive customer experience.

Skills & Qualifications

• Fluency in English.
• Knowledge of US Payroll, Benefits, or HR.
• 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, accurate manner.
• Ability to maintain confidentiality of corporate data.
• 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.
• Able to gain a substantial understanding of the job quickly and apply knowledge and skills to complete a wide range of tasks.
• A degree in any field or general education, vocational training, and/or on-the-job training.

What You'll Learn

This role offers an incredible opportunity to gain hands-on experience in customer support, human resources, and payroll, while developing essential skills in communication, problem-solving, and time management.

You'll learn to work with a variety of stakeholders, including clients, employees, and management, and develop a deep understanding of the HR and payroll functions.

Resume Tip

When applying for this role, be sure to highlight your customer service experience, communication skills, and ability to work in a fast-paced environment.

Use specific examples to demonstrate your problem-solving skills and ability to adapt to new situations, and be sure to emphasize your enthusiasm for learning and growing with the company.