Customer Issues Specialist

Job Description

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 many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. TriNet always strives to hire the most qualified candidate for a particular role, ensuring we deliver outstanding results for our small and medium-size customers. So if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, nobody’s perfect – and we encourage you to apply. You may just be the right candidate for this or other roles.

Job Summary

This position works as a member of a team dedicated to increasing client's perceived value services and overall level of satisfaction. The Customer Issue team is responsible for intake of internal colleague issues related to tax, payroll, HR policy, benefits, product, and legal, ensuring issues are reviewed within 2 business hours. This role ensures issues are triaged and routed to appropriate parties or redirected to the correct path of escalation. To be successful, this role must effectively apply project management principles, processes, and tools

Essential Duties/Responsibilites

• Responsible for day to day operations supporting Issue Center process and customer service delivery
• Works closely with your Customer Issues management team to triage and route incoming Issue Cases to the correct channel for resolution
• Responsible for taking initiative and action towards professional development
• Responsible for contributing to TriNet’s customer retention and customer satisfaction goals
• Triages reported issues from customers and Customer Experience colleagues
• Correctly routes or redirects the reported issue to the proper channel for resolution
• Works closely with internal and external stakeholders to ensure that solutions meet the expectation and can scale for future needs
• Provides consultative support to Customer Experience colleagues requesting escalation assistance through various channels
• Proactively manages risks with the escalation analyst's team and coordinate solution options for issues
• Supports customer meetings and discussions related to escalations
  
  
  

Required For All Jobs

• Performs other duties as assigned
• Complies with all policies and standards
  
  
  

Qualifications

Education:

• General education, vocational training and/or on-the-job training preferred
  
  
  

Work Experience

• Typically 2+ years Customer Service Experience in PEO Industry or in HR, Benefits, or Compliance preferred
  
  
  

Knowledge, Skills And Abilities

• Proficiency in Microsoft Office Suite, PeopleSoft and Salesforce
• Fluency in English, bilingual a plus
• Strong attention to detail and organizational skills, even when executing under pressure
• Ability to demonstrate a customer service mindset bringing an enthusiastic and collaborative approach taking delight in getting stuff done in effort to provide an excellent customer experience.
• Ability to exercise good judgment and a negotiating mindset.
• Excellent verbal and written communication skills including interpersonal, presentation, and facilitation skills.
• Ability to define and execute a streamlined process using both human interaction as well as system automation capabilities
• Ability to maintain confidentiality of corporate data
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Ability to adapt and thrive in a fast paced continually changing business and work environment while managing multiple priorities
• Ability to resolve issues and in a team office environment; to communicate professionally across many organizational levels and functions (both internally and externally) driving business engagement and teamwork; to effectively build rapport with stakeholders
  
  
  

Work Environment

• Work in a clean, pleasant, and comfortable office work 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.
• This position is 100% in office.
  
  
  

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 [email protected] to request such an accommodation