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Customer Experience
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2100187 Requisition #
Thanks for your interest in the Manager, Assigned Support position. Unfortunately this position has been closed but you can search our 143 open jobs by clicking here.

JOB SUMMARY/OVERVIEW
The Manager serves on the leadership team driving the performance and development of a team of Assigned Support Specialists.  Handling escalated client and internal issues, managing department wide projects, as well as retaining client relationships are a few of the
additional responsibilities required. This individual will also partner with leadership to develop and implement short-term and long-term business plans and objectives to drive and measure increased value to the TriNet client base.  The Manager, Assigned Support will work collaboratively with TriNet’s Account Management team and other departments to ensure the client receives excellent service in al interactions and that repeatable, scalable cross-functional interaction processes are established. This work directly contributes to the future growth of the company
The Manager ensures the organization strives to efficiently resolve inquiries and ensures the escalation path is followed as needed. The role will be responsible and accountable for driving successful adherence to customer satisfaction and retention goals, and departmental Service Level Agreements (SLAs), Operational-Level Agreements (OLAs), and Key Performance Indicators (KPIs).

ESSENTIAL DUTIES/RESPONSIBILITIES
•    Performs all management responsibilities for Assigned Support including, but not limited to, the following: 
o    Leads a team of Assigned Support specialists to efficiently and expertly support customer inquiries via phone, email, case
o    Helps to recruit/develop a performing team, sets clear expectations for, and provides timely feedback on individual and team performance; takes corrective action when necessary.
o    Responsible and accountable for all personnel issues (discipline, coaching, mentoring, performance management, work schedules, policy enforcement, etc.)
o    Drive workforce management best practices. Ensure adherence to SLAs, OLAs, and KPI’s. 
o    Drive new process development and training for Colleagues.
o    Works to ensure appropriate internal team members are involved in the client satisfaction process.
•    Assists in leading customer escalations resolution through executive escalation points.
•    Collaborates with internal departments to resolve client inquiries, serves as an escalation point for customers and internal TriNet departments, and drives coordination between customer facing and internal TriNet groups for the delivery of dependable, accurate, timely and easy-to-understand customer feedback
•    Alerts organization to key internal and/or external business concerns (such as ever-changing regulatory compliance requirements) and trends that affect business results.
•    Responsible for taking initiative and action towards professional development.
•    Responsible for contributing to high customer retention and customer satisfaction.
•    Provides accurate information in a friendly, professional, and empathetic manner translating to a positive customer experience
•    Other projects and responsibilities may be added at the director’s discretion.

JOB REQUIREMENTS AND QUALIFICATIONS
•    Education: Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience.  
•    Minimum 2 years of managerial experience
•    Minimum 5 years of experience applying excellent customer service and client relationship management practices in a high volume, fast paced environment
•    Familiarity including advanced knowledge of and experience in direct customer service, human resources management, benefits and/or payroll administration highly desired.
•    Experience with client success and client satisfaction programs.

Training Requirements (licenses, programs, or certificates): 
•    FPC/CPP preferred.

Other Knowledge, Skills and Abilities: 
•    Knowledge of PEO products, services, and markets a plus, including knowledge of operations, cross-functional workflows, and interaction between the various company units, processes, and systems.
•    Knowledge and deep understanding of TriNet's processes and aligns solutions to teach team how to deliver an excellent customer experience.
•    Fluency in English, bilingual a plus
•    Proven leadership ability in creating and maintaining a work environment where others are motivated/inspired to take action and deliver service excellence 
•    Proven ability to manage client escalations to timely resolution resulting in increased customer satisfaction and retention.
•    Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities 
•    Must have a high level of proficiency with Microsoft Office applications and email. 
•    Must be highly organized, able to effectively prioritize work, be oriented to detail, and have excellent follow through.
•    Ability to train, mentor, and coach others.  
•    Ability to coordinate action and provide leadership to others to facilitate customer service excellence.
•    Ability to and skilled at building effective business relationships and positively influencing others.
•    Ability to maintain confidentiality of corporate and personal data
•    Ability to work independently to resolve issues and in a team-office environment and in remote as needed; to communicate professionally across many organizational levels and functions driving business engagement and teamwork; to effectively build rapport with stakeholders 
•    Excellent verbal and written communication skills including interpersonal and presentation and facilitation skills.
•    Ability to use software to create reports, presentations and spreadsheets involving complex databases and information.  
•    A demonstrated commitment to high professional ethical standards and a diverse workplace

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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