Customer Support Services Specialist - Pipeline

Customer Support Services Specialist (India)

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. Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At TriNet, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, we encourage you to apply anyway. You may just be the right candidate for this or other roles.

A Brief Overview

The role serves as the initial point of entry for customer inquiry resolution (via phone, email, chat, or services

cases) on a wide range of human resources related topics. The position 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. The role will provide an incredible client experience in a contact center environment by

answering and documenting inbound calls, emails, and chats with an emphasis on first contact resolution of

service issues.

Locations

Hyderabad, India

What you will do

 Provide excellent customer service to TriNet clients and worksite employees in various areas of subject

matter expertise; including payroll, benefits and human resources related inquiries.

 Works to resolve customer issues and inquiries via phone, email, chat and service cases.

 Ensures proper triage, escalation and effective resolution of more complex inquiries to the appropriate

subject matter expert

 Documents all customer interactions in the CRM system (Salesforce)

 Manages open cases in CRM system to resolution in shortest possible timeframe while keeping

customers regularly informed of status and anticipated resolution timing.

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 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.

 Strives to deliver first contact resolution

 Works with a sense of urgency to provide accurate information in a friendly, professional, and

empathetic manner translating to a positive customer experience.

Education Qualifications

 General education, vocational training and/or on-the-job training required

Experience Qualifications

 Typically 2+ years Customer Service experience required

 Typically 2+ years HR or related payroll and benefits experience preferred

Skills and Abilities

 Fluency in English (Advanced proficiency)

 Knowledge of US Payroll, Benefits, or HR (Intermediate proficiency)

 Proficiency in Microsoft Office Suite, PeopleSoft and SalesForce (Intermediate proficiency)

 Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management

etc.) (Intermediate proficiency)

 Ability to follow established procedures in a timely, accurate manner. (Intermediate proficiency)

 Ability to maintain confidentiality of corporate data (Advanced proficiency)

 A demonstrated commitment to high professional ethical standards and a diverse workplace (Advanced

proficiency)

 Excellent verbal and written communication skills. (Advanced proficiency)

 Minimum typing proficiency of 35 words per minute. (Intermediate proficiency)

 Ability to communicate with employees at all levels of the organization. (Intermediate proficiency)

 Ability to adapt to a fast paced continually changing business and work environment while managing

multiple priorities. (Intermediate proficiency)

 Able to gain a substantial understanding of the job quickly and apply knowledge and skills to complete a

wide range of tasks. (Intermediate proficiency)

 Ability to wrok US daytime hours (5 AM to 5 PM PST)

Travel Requirements

No travel

Work Environment

 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 persons 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.