Customer Support Services Specialist
Core
Initial point of entry for customer inquiry resolution via phone, email, chat, or service cases on human resources topics including payroll, benefits, and HR services.
Role type
Customer Support Specialist (Contact Center)
Builds
TriNet HR services for small to midsize businesses
Domain
Human Resources / Payroll / Benefits
Deliverable
client delivery
Required skills
Customer service, HR/payroll/benefits knowledge, CRM management, triage and escalation, KPI adherence, first contact resolution, Microsoft Office, PeopleSoft, Salesforce, contact center technologies
Preferred skills
Bilingual (English + another language), 2+ years HR or related payroll/benefits experience
Technologies
Salesforce, PeopleSoft, Telephony, CRM, Call Monitoring, Workforce Management
Responsibilities
Answer and document inbound calls, emails, and chats; resolve general low-complexity customer issues; ensure proper triage and escalation of complex inquiries; manage open cases to resolution; meet established KPI metrics; deliver first contact resolution.
Seniority
Individual Contributor