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Customer Experience
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2100215 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

The Assigned Support specialist serves a critical role working as subject matter expert and the primary point of contact for an assigned portfolio of TriNet clients with respect to our HR systems and process support, which includes, but is not limited to, the TriNet platform, payroll, reporting, and HR and benefits administration.   

The Assigned Support specialist will interface with clients at all levels of management including senior executives to ensure success in their business processes related to HR, payroll, and benefits.  The Assigned Support role provides the first line of contact for their assigned clients and works to facilitate resolution to inquiries. The role is critical to providing an outstanding client experience to TriNet’s customers.


ESSENTIAL DUTIES/RESPONSIBILITIES
•    Resolves client inquiries, provides relevant information, and makes recommendations
•    Organizes and prioritizes work to ensure timely, effective, efficient, and economic delivery of services, including delivering or coordinating the delivery, as appropriate, of TriNet compliance and administrative solutions.
•    Manages open cases to ensure problem resolution in the shortest amount of time, while keeping clients regularly advised of status and anticipated resolution date.
•    Documents all customer interactions in the CRM system.
•    Ensures proper triage, escalation, and effective resolution of all inquires
•    Responsible for taking initiative and action towards professional development, taking on stretch assignments and additional projects, as well as staying advised of statutory and regulatory payroll and compliance practices.
•    Responsible for consistently meeting established key performance indicator metrics as defined by management and being accountable to TriNet’s customer retention and customer satisfaction goals.
•    Provides accurate information in a friendly, professional, and empathetic manner translating to a positive customer experience.
•    Delivers excellent core standard services to customers through providing dependable, accurate, appropriate, timely, and easy-to-use valuable solutions to meet their needs.
•    Works cross-functionally with other TriNet colleagues to deliver exceptional customer services, build cohesive interdepartmental relationships, and coordinate support from other internal SMA teams.
•    Serves as a key contributor within the Client Experience organization alerting the organization to key internal and/or external business issues (such as constantly evolving regulatory compliance requirements) and trends that affect business results, and providing training and mentoring to existing and new colleagues
•    Ensures critical client needs are addressed timely and accurately including collaborating closely with customers on all urgent funding & wiring needs and researching and completing all vital due diligence on the client benefit collection & reconciliation process.
•    Assists with customer escalations and ensuring Service Level and Operational Level agreements are met including triaging ELT payroll/platform related escalations.
•    Other projects and responsibilities may be added at the manager’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.  
•    Current Principal Specialist in Platform & Payroll support or Minimum of 6 years of customer service experience/payroll experience

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 in payroll and compliance management.
•    Knowledge of and ability to explain and provide guidance on clients’ payroll, benefit billing, reporting and best practices in operations.
•    Knowledge and strong understanding of TriNet’s practices, policies, processes, systems capabilities, and limitations.
•    Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management).
•    High level of proficiency in Microsoft Office Suite, PeopleSoft, and Salesforce
•    Fluency in English, bilingual a plus.
•    Solid understanding of API functionality and ways address these types of customer requests.
•    Excellent verbal and written communication skills including interpersonal and presentation and facilitation skills.
•    Ability to demonstrate strong business acumen.
•    Top notch customer service skills.
•    Ability to maintain confidentiality of corporate data.
•    Ability to adapt to a fast paced constantly evolving business and work environment.
•    Possesses a deep understanding of TriNet's processes and aligns solutions to deliver an excellent client experience.
•    Strong Workforce Analytics and payroll reporting acumen with a keen ability to solve customer reporting inquiries.
•    Ability to link business need to payroll/platform programs and operational services.
•    Ability to meet customer needs taking ownership for customer satisfaction and gaining the cooperation of others in pursuit of company goals.
•    Ability to work independently to resolve issues in a team office environment; to communicate expertly across many organizational levels and functions driving business engagement and teamwork; to effectively build rapport with stakeholders
•    Ability to multi-task, prioritize and complete requests and assignments in a timely manner.
•    • 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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