Customer Support Services Specialist - Bilingual

Overview

Tri Net is a provider of human resources solutions for small to midsize businesses. This role serves as the initial point of entry for customer inquiry resolution on a wide range of human resources topics. The position ensures effective delivery of Tri Net services in benefits, payroll, and human resources; resolves service issues, identifies opportunities, and informs management of developments that may require escalation to specialists.

The role focuses on delivering an excellent client experience in a contact center environment by handling inbound calls, emails, and chats with emphasis on first contact resolution.

• Provide excellent customer service to Tri Net clients and worksite employees across payroll, benefits, and human resources inquiries.
• Resolve general, low complexity customer issues via phone, email, chat, and service cases.
• Triage, escalate, and ensure effective resolution of more complex inquiries to subject matter experts.
• Document all customer interactions in the CRM system (Salesforce).
• Manage open cases in the CRM to resolution in a timely manner and keep customers informed of status and ETA.
• Meet established key performance indicators and contribute to customer retention and satisfaction goals.
• Strive for first contact resolution and provide accurate information in a friendly, professional, and empathetic manner.
• Perform other duties as assigned and comply with all policies and standards.

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

• Typically 2+ years of Customer Service experience required.
• Typically 2+ years HR or related payroll and benefits experience preferred.

• Proficiency in Microsoft Office Suite, People Soft, and Salesforce.
• Fluency in English; bilingual ability may be required depending on role.
• Knowledge of contact center technologies (telephony, CRM, call monitoring, workforce management).
• Ability to follow established procedures in a timely, accurate manner.
• Ability to maintain confidentiality of corporate data.
• Strong ethical standards and commitment to a diverse workplace.
• Excellent verbal and written communication skills.
• Minimum typing speed of 35 words per minute.
• Ability to communicate with employees at all levels of the organization.
• Ability to adapt to a fast-paced, changing business environment and manage multiple priorities.
• Ability to rapidly gain understanding of the role and apply knowledge to complete tasks.

No travel

The preferred location for this role is Atlanta, GA. Salary range for this location is $21.01 to $29.03. Eligible applicants may be considered for an in-office role in Atlanta or relocation to Atlanta for remote work at the company’s discretion. Final salary offers depend on skills, education, location, and experience. A compensation package may include bonuses under Tri Net’s corporate plan.

In addition, full-time employees may receive medical, dental, vision, life and disability insurance, a 401(k) plan, an employee stock purchase plan, holidays, paid time off, and a comprehensive leave program. Details are available in the benefits information linked by Tri Net.

Equal Opportunity Tri Net is an Equal Opportunity Employer and does not discriminate based on race, religion, color, disability, medical condition, genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex, age, veteran status, or other protected characteristics. Accommodations during the application process are available upon request to