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Customer Experience
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2000742 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
• Works cross-functionally with other TriNet colleagues to deliver exceptional customer services; triages a wide variety of payroll/platform related escalations
• Delivers on-demand resolution for clients with questions about TriNet systems, payroll, HR and benefits administration based on fundamental understanding of all operational areas
• Strong Workforce Analytics and reporting knowledge. Keen ability to solve customer reporting inquiries.
• Supports highly complex payrolls and overflow for Payroll/Platform Support Center
• Works with and effectively coordinates support from internal departments (payroll, tax, 401(k), legal, sales, products, account management, benefits) to resolve operational issues and customer facing issues.
• Maintains and manages daily case review assignments, with a high emphasis on quality
• Resolves operational issues, provides relevant information, and makes recommendations.
• Possesses a deep understanding of TriNet's processes and aligns solutions to deliver an excellent customer experience.
• Responsible for taking initiative and action towards professional development.
• Responsible for contributing to TriNet’s customer retention and customer satisfaction goals.
• Other projects and responsibilities may be added at the leader’s discretion.

ESSENTIAL DUTIES/RESPONSIBILITIES
• Resolve general, moderate complexity inquires by providing relevant platform, payroll, and tax information
• Ensure proper triage, escalation and effective resolution of more complex inquiries to the appropriate Tier 3 COE
• Provide accurate information in a friendly, professional, and empathetic manner translating to a positive customer experience
• Build and maintain effective business relationships with all departments to resolve operational issues and coordinate support
• Manage and resolve open cases in the CRM system while keeping customers regularly informed of status and anticipated resolution timing
• Support Payroll & Tax knowledge database
• Support customer inquiries via phone, email, and Chat.

JOB REQUIREMENTS AND QUALIFICATIONS
Education:

• Bachelor’s degree desired; or equivalent education/work experience
• Minimum of 3 years of Payroll experience
• Top notch customer service skills.
• In depth knowledge in payroll, benefits and compliance management.
• Excellent verbal and written communication skills.
• Ability to independently resolve issues
• Ability to link business need to payroll, platform and human capital programs and operational services.
• Ability to gain the cooperation of others in pursuit of company goals.
• Must exhibit excellent judgment, initiative and adherence to internal and customer facing timelines
• Ability to work well within a team in an office.
• Knowledge of contact center technologies (Telephony, CRM, Call Monitoring)
• Knowledge and strong understanding of TriNet’s practices, policies, processes, systems capabilities and limitations
• 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):
• FPC/CPP preferred

Other Knowledge, Skills and Abilities:
• Excellent verbal and written communication skills
• Highly organized
• Ability to communicate with employees at all levels of the organization
• Ability to maintain confidentiality of corporate 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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