Senior Customer Support Services Specialist

Senior Specialist

The senior specialist serves as an initial point of entry for customer inquiry resolution (via phone, email, chat, or service cases) on a wide range of human resources related topics. The position ensures the effective delivery of Tri Net 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 Tri Net 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. In addition, they will effectively coordinate support from other internal SME teams. The colleague in this role will share knowledge and best practices with less experienced colleagues and support a continual process improvement change cycle.

What you will do

• Provide excellent customer service to Tri Net 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 Tri Net'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.
• Trains and supports new and existing staff
• Communicates process updates and changes to the team
• Builds and maintains effective business relationships with all departments
• Performs other duties as assigned
• Complies with all policies and standards

Education Qualifications

General education, vocational training and/or on-the-job training or equivalent education and experience required. Associate's Degree or equivalent education and experience preferred.

Experience Qualifications

Typically 3+ years Customer Service experience required. Typically 2+ years HR or related payroll and benefits experience required.

Skills and Abilities

High level of proficiency in Microsoft Office Suite, People Soft and Sales Force. 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.

Travel Requirements

No Travel

Work Environment

Work in clean, pleasant, and comfortable office or home 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.

The preferred location for this role is Atlanta, GA, and the salary range for this location is $23.08 to $36.06. All qualified external applicants will be considered for an in-office role, based in Atlanta. All qualified internal candidates are encouraged to apply and consider relocation to Atlanta and may be considered for remote hire at the company's discretion. The candidate's final salary offer will be based on the candidate's skills, education, work location and experience.

A candidate's compensation may also include bonuses consistent with Tri Net's corporate bonus plan. Additionally, subject to applicable eligibility requirements, Tri Net offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program.

Tri Net is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national…