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Specialist, Platform/Payroll

Customer Experience
2001067 Requisition #
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The Specialist role is a key member of the Platform & Payroll Support Center that serves as the initial point of entry for client inquiry resolution (via phone, email, or chat) on a wide range of platform and payroll topics. The Center is responsible for providing support on general, low complexity inquiries related to payroll processing and management, compensation reporting, time and labor management, reporting services, WSE onboarding, employment eligibility, client data management, and WSE termination. The Specialist provides the first line of contact for clients and works to facilitate first contact resolution inquiries. The Specialist role is critical to providing an outstanding client experience to TriNet’s customers.


  • Works to resolve general, low complexity client issues related to payroll and platform through support customer inquiries via phone, email, and chat.
  • Organizes and prioritizes work to ensure timely, effective, efficient, and economic delivery of services.
  • Manages open cases to ensure problem resolution in the shortest amount of time, while keeping clients regularly informed of status and anticipated resolution date.
  • Documents all customer interactions in the CRM system.
  • Ensures proper triage, escalation and resolution of more sophisticated inquiries to the appropriate Tier 2 COE.
  • Responsible for taking initiative and action towards professional development, including staying informed 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 value-added solutions to meet their needs.
  • Other projects and responsibilities may be added at the manager’s discretion.


Education: Bachelor’s degree desired; or equivalent education/work experience

Minimum 2 year of customer service and/or payroll experience.

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

Other Knowledge, Skills and Abilities:
  • 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).
  • Fluency in English, bilingual a plus.
  • Top notch customer service skills.
  • Strong verbal and written communication skills.
  • Strong time management skills.
  • Proficient in Microsoft Office Suite, PeopleSoft and SalesForce.
  • Ability to maintain confidentiality of corporate data.
  • Ability to adapt to a fast paced constantly evolving business and work environment.
  • Ability to meet customer needs taking ownership for customer satisfaction and gaining the partnership of others in pursuit of company goals.
  • Ability to multi-task, prioritize and complete requests and assignments in a timely manner.
  • Ability to work independently to resolve issues and in a team office environment; to communicate expertly across many organizational levels and functions; to build rapport with stakeholders
  • 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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