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Customer Experience
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2000745 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
• Manage a team of analysts and specialists within the Payroll and Platform Support Center.
• Assist in leading customer escalations resolution through executive escalation points.
• Work to ensure appropriate internal staff is involved in the client satisfaction process.
• Drive workforce management best practices. Ensure adherence to schedules, SLAs,OLAs, and KPI’s.
• Partner with the management of other TriNet teams to help drive creative, compliant and customer-focused solutions and services.
• Drive coordination between customer facing and internal TriNet groups for the
delivery of dependable, accurate, timely and easy-to-understand customer feedback
• Recruit/develop high performing team members, sets clear expectations for and provides timely feedback on individual and team performance; takes corrective action when necessary.
• Drive new process development and training for Colleagues.
• Serve as the escalation point for customers and internal TriNet departments.
• Responsible and accountable for all personnel issues (discipline, coaching, mentoring, performance management, work schedules, policy enforcement, etc.)
• Provide on-going education and information to team on new TriNet products,
services, processes, and systems.
• Possesses a deep understanding of TriNet's processes and aligns solutions to teach team how to deliver an excellent customer experience.
• Works with internal departments (payroll, tax, 401(k), legal, sales, technology) to resolve operational issues.
• 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
• Alert organization to key internal and/or external business issues (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.
• Other projects and responsibilities may be added at the director’s discretion.

ESSENTIAL DUTIES/RESPONSIBILITIES

 Drives customer satisfaction and retention results. Leads team that supports customer inquiries via phone, email, and chat.

JOB REQUIREMENTS AND QUALIFICATIONS
• Education: Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience. Advance knowledge of and experience in direct customer service, human resources management, benefits and/or payroll administration highly desired.
• 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; Experience with client success and client satisfaction programs. 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 client satisfaction and retention.

 
Other Knowledge, Skills and Abilities:
• 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
• Ability to apply basic mathematical operations and perform cost and variance analysis.
• Ability to use software to create reports, presentations and spreadsheets involving complex databases and information.
• 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 and skilled at building effective business relationships and positively
influencing others.
• Ability to train, mentor, and coach others.
• 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.
• Ability to coordinate action and provide leadership to others to facilitate customer service excellence.
• Fluency in English, bilingual a plus
 
Training Requirements (licenses, programs, or certificates):

 
Other Knowledge, Skills and Abilities:
 Excellent verbal and written communication skills
 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, 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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