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Representative, Solution Center

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Customer Experience
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2001113 Requisition #
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JOB SUMMARY/OVERVIEW
The Rep, Solution Center serves as the primary interface between TriNet and Work Site Employees (WSEs) of its client companies. He/she maintains the day to day WSE relationship through handling inbound telephone calls and emails. The Rep ensures the effective delivery of TriNet services in the areas of benefits, payroll and human resources; resolving service issues, identifying service opportunities, and informing management of key developments that may require escalation to more specialized TriNet resources.

ESSENTIAL DUTIES/RESPONSIBILITIES
• Performs independently to resolve general WSE issues related to payroll, benefits and basic human resources
• Works with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner translating to a positive customer experience
• Manages open cases in CRM system to resolution in shortest possible timeframe while keeping WSEs regularly informed of status and anticipated resolution timing
• Strives to deliver first contact resolution to WSEs.
• Ensures proper triage, escalation and effective resolution of higher-level issues and challenging WSE interactions through escalation to Subject Matter Experts.
• Builds and maintains effective business relationships with all departments
• Interprets Payroll and HR 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 AND QUALIFICATIONS
Education:
• High School; or equivalent combination of education and experience.

Training Requirements (licenses, programs, or certificates):
• None

Experience:
• 1-2 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 a plus.

Other Knowledge, Skills and Abilities:
• Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Knowledge Management, Workforce Management).
• Skilled in customer service, communication, problem solving.
• 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.
• Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities
• Ability to work efficiently in a fast-paced, team environment with strict deadlines.
• Excellent verbal and written communication skills.
• Ability to maintain confidentiality of corporate data.
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Proficient in Microsoft Office Suite, PeopleSoft and SalesForce
• Fluency in English, bilingual a plus.

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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