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Customer Experience
2001115 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.

• Primarily acts as a Human Resources resource for non-dedicated customer inquiries and escalations from HR Support Center. Assist with occasional TriNet systems, upline consulting and overall operational questions for our customers.
• Provide best practice guidance and expertise to address complex HR compliance inquires, pre-employment matters, performance management, discipline, termination procedures, leave of absences, policy development, national employment law guidelines, and other employee relation concerns.
• Effectively support the HR Support Center with Subject Matter Experts to help resolve client inquiries.
• Effectively coordinate support from other internal SME teams to resolve cross functional customer HR inquiries.
• Assist in resolution of HR related operational concerns, provide relevant information, and makes recommendations for best practice guidance.
• Deliver timely and valuable human resource best practice guidance to customers utilizing TriNet’s approved templates, resources, product suite, in accordance with company guidelines, standards, and processes to ensure quality and compliance.
• Deliver or coordinate delivery, as appropriate, of TriNet compliance and administrative solutions.
• Deliver on-demand resolution for customers with questions about TriNet systems and HR, based on fundamental understanding of all operational areas.
• Effectively transition 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.
• Possess a deep understanding of TriNet's processes and assist in alignment of multiple team solutions to deliver an excellent customer experience.
• Provide accurate information in an efficient, friendly, professional, and empathetic manner translating to a positive customer and colleague experience.
• Manage and resolve 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.
• Build and maintain effective business relationships with all departments to resolve operational issues and coordinate support by working with internal departments (payroll, tax, 401(k), legal, sales, technology, risk, etc.) as well as other CX Centers.
• Alert organization to key internal and/or external business concerns (such as ever-changing regulatory compliance requirements) and trends that affect business results.
• Proactively update 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.

• Support customer Human Resource inquiries via phone, email, and Chat.

• Education: Bachelor’s degree in HR, or related field is desired; or equivalent education/work experience
• Minimum of 3 years years of HR experience.
• General knowledge to support inquiry resolution of:
Strategic Service and Cloud Solutions: Including Affirmative Action Planning, Career Transitions, Compensation Consulting , DISC Assessment/Consulting, Embracing Leadership, Employee Engagement Surveys, HR101, Management Training Options, Respect In the Workplace, Team Accelerator, Expense, Applicant Tracking, Learning Management, Performance Management, Time and any new released solutions.
• International Mobility Services, including administration of Global HR Services and Immigration Services
• Compliance Support Services, including Workplace Safety Services, Workforce Compliance Services, Regulatory Compliance Services, Ethics & Compliance Training Services and HR Operations Services
• Understanding of general/minimal payroll, benefits and risk.
• Knowledge in human resource best practices and compliance management.
• Ability to link business needs to human capital programs and operational services.
• Knowledge and strong understanding of TriNet’s practices, policies, processes, systems capabilities, and limitations.
• Ability to gain the cooperation of others in pursuit of company goals.
• Ability to work well within a team in an office and in a remote environment as needed.
• Knowledge of contact center technologies (Telephony, CRM, Call Monitoring)
• Ability to effectively meet customer needs, taking responsibility for customer satisfaction
• Strong inter-personal communications and business engagement/teamwork capabilities
• High level of proficiency with Microsoft Office applications
• Fluency in English, bilingual a plus

Training Requirements (licenses, programs, or certificates):
• • PHR / SHRM-CP; SPHR/ SHRM-SCP preferred

Other Knowledge, Skills and Abilities:
• Excellent verbal and written communication skills
• Ability to effectively communicate with employees at all levels of the organization
• Ability to maintain confidentiality of corporate and personal data
• Excellent interpersonal skills
• Excellent presentation and facilitation skills
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities
• Proficient in Microsoft Office Suite, PeopleSoft and SalesForce

WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.)
• Minimal travel required
• Work in clean, pleasant, and comfortable office setting
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 recruiting@trinet.com to request such an accommodation.


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