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Client Response Team Associate

Customer Experience
1900877 Requisition #
TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.

TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.

Job Summary/Overview
The Client Response Associate provides payroll, benefits, human resources, products/services, and platform support to client companies. These colleagues are a call overflow contact between the Client Success Response Center service team and its client companies; and handle direct online chat contacts and inquiries. They provide an outstanding client experience in a contact center environment by answering and documenting inbound calls, emails, and chats and strives to facilitate first contact resolution of service issues. In addition, they effectively coordinate support from other internal SME teams.

Essential Job Duties/Responsibilities
• Deliver TriNet core services through incoming calls, emails and online chat across all TriNet’s Products, Verticals and Exchanges, by responding and resolving client inquiries and concerns.
• Works with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner translating to a positive customer experience.
• Partners with internal departments to evolve best practices and enhance the customer experience.
• Manages open cases and service orders in CRM system to resolution as quickly as possible, while keeping client and/or service team regularly informed of status and anticipated resolution timing.
• Strives to deliver first contact resolution to Clients.
• Ensures proper triage, escalation and effective resolution of higher-level issues and challenging client interactions through escalation to Subject Matter Experts
• Builds and maintains effective business relationships with all departments.
• Interprets HR and Payroll Policies.
• Responsible for meeting and or exceeding established Key Performance Indicator metrics as defined by management.
• Other projects and responsibilities may be added at the management’s discretion.

Job Requirements & Qualifications
Education: Associates Degree; or equivalent combination of education and experience.

Training Requirements (licenses, programs, or certificates): PHR and FPC preferred

• Minimum 2-4 years of experience in direct customer service in a contact center environment.
• Knowledge of Human Resource services and systems and automated operating environments preferred.
• Experience working in a HR Outsourcing/PEO environment, including experience with TriNet’s products and services.

Other Knowledge, Skills and Abilities:
• Focuses on the needs of the customer and provides excellent service and support
• Excellent written and verbal communication skills.
• Skilled in customer service, communication, problem solving.
• Thrives in a fast-paced, team environment
• Strong time Management Skills
• Detail oriented and organized.
• Ability to effectively meet customer needs, taking responsibility for customer satisfaction
• Ability to maintain effectiveness and professionalism when experiencing change in work tasks and/or the work environment.
• Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Knowledge Management, Workforce Management).
• Extensive knowledge of TriNet products and services
• Proficient with Microsoft Office applications
• Fluency in English, bilingual a plus.

Work Environment/Other Info
• Minimal travel required
• Hours & days are subject to change due to business needs and may include weekends

Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact a company manager, a company officer or a TriNet HR representative to request such an accommodation.


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