Customer Support Services Specialist
Key Skills for This Role
Full Job Posting
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 general, low complexity 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.
- 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.
- Performs other duties as assigned
- Complies with all policies and standards
- 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
- High level of proficiency in Microsoft Office Suite, PeopleSoft and SalesForce
- Fluency in English, bilingual a plus
- Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management etc.)
- Ability to follow established procedures in a timely, accurate manner.
- Ability to maintain confidentiality of corporate data
- A demonstrated commitment to high professional ethical standards and a diverse workplace
- Excellent verbal and written communication skills.
- Minimum typing proficiency of 35 words per minute.
- Ability to communicate with employees at all levels of the organization.
- Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities.
- Able to gain a substantial understanding of the job quickly and apply knowledge and skills to complete a wide range of tasks.
Preferred Qualifications
- Typically 2+ years HR or related payroll and benefits experience preferred
- Fluency in English, bilingual a plus
About Zenefits Technologies Private Limited
Human resources solutions and PEO for small and medium-sized businesses.
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