Customer Support Services Specialist

Human Resources Customer Service Representative

Tri Net 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.

Tri Net 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.

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 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.

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.
• 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, 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

The preferred location for this role is Atlanta, GA. 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.

The preferred location for this role is Atlanta, GA, and the salary range for this location is $21.01 to $31.54. All qualified external applicants will be considered for an in-office role, based in Atlanta. All qualified…