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.
DocuSign Envelope ID: 08FAFF3D-191D-4FD6-9DF8-DA4E40800804BAP Req approval for global hiring in Greenhouse
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.