HR Support Services Consultant

Job Description

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.

JOB SUMMARY/OVERVIEW

The HR Consulting Team serves as the initial point of escalation for customer inquiry resolution (via phone, email, or chat) on general, moderate complexity inquires of a wide-ranging human resource inquiries. The HR Support Services Consultant provides best practice guidance and expertise to address complex HR compliance inquires, preemployment matters, performance management, discipline, termination procedures, leave of absences, policy development, national employment law guidelines, and other employee relation concerns. The HR Support Services Consultant is responsible for efficiently resolving inquiries escalated from the HR Support Center, and other CX Centers, including escalating to HR Compliance Tier 3 as needed. Lastly, the HR Support Services Consultant acts as a Human Resources contact for non-dedicated customer inquiries and escalations assisting with occasional TriNet systems, upline consulting, and overall operational questions for customers.

ESSENTIAL DUTIES/RESPONSIBILITIES

• Provides top notch customer service through phone, email, or chat delivering on-demand, timely, and valuable resolution to clients with questions on TriNet systems and HR, based on fundamental understanding of all operational areas. Utilizes best practice to guide customers from TriNet's approved templates, resources, product suite, in accordance with company guidelines, standards, and processes to ensure quality and compliance.
• Effectively supports the HR Support Center with Subject Matter Experts to help resolve client inquiries and coordinates support from other internal SME teams to resolve cross functional customer HR inquiries.
• Serves as SME on a specific HR topic and within HR Support Center and HR Consulting to assist with complex inquiries. Part of SME responsibilities include mentoring and training new hires within the HR Consulting Center and participating in cross functional teams to enhance the function.
• Support HR consultants in resolving complex customer inquiries within the team including conducting root cause analysis as needed on issues and recommending process and service enhancements to the leadership team.
• Assists in resolution of HR related operational concerns, provides relevant information, and makes recommendations for best practice guidance.
• Delivers or coordinate delivery, as appropriate, of TriNet compliance and administrative solutions.
• Effectively transitions customer inquiries relating to payroll, benefits administration, and other customer full scope operations to the appropriate team/team member. This may require coordination of several teams/team members to assist customer with full one-call resolution.
• Provides accurate information in an efficient, friendly, professional, and empathetic manner translating to a positive customer and colleague experience.
• Manages and resolves open cases, chats and calls in the CRM system while keeping customers regularly informed of status and anticipated resolution timing. Thoroughly document all customer interactions in the CRM system using approved methods.
• Alerts organization to key internal and/or external business concerns (such as ever-changing regulatory compliance requirements) and trends that affect business results.
• Proactively updates the HR knowledge base with the assistance of other team members.
• Responsible for taking initiative and action towards professional development.
• Responsible for contributing to high customer retention.
• Other projects and responsibilities may be added at the manager's discretion.

JOB REQUIREMENTS AND QUALIFICATIONS

Education:

• Bachelor's degree in HR, or related field is desired; or equivalent education/work experience.
• Minimum of 10 years of HR experience.

Training Requirements (licenses, programs, or certificates):

• PHR/SHRM-CP required; SPHR/SHRM-SCP preferred

Other Knowledge, Skills and Abilities:

• Knowledge of contact center technologies (Telephony, CRM, Call Monitoring).
• Knowledge and strong understanding of TriNet's practices, policies, processes, systems capabilities and limitations, and the customer experience and interaction with the TriNet Platform.
• High level of proficiency in Microsoft Office Suite, PeopleSoft and SalesForce.
• Fluency in English, bilingual a plus.
• In depth knowledge in payroll, benefits and compliance management.
• Excellent verbal and written communication skills including interpersonal, presentation, and facilitation skills.
• Top notch customer service skills.
• Strong Workforce Analytics and reporting knowledge with a keen ability to solve customer reporting inquiries.

The preferred location for this role is Atlanta, GA, and the salary range for this location is $57,800.00 to $98,200.00. 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 TriNet's corporate bonus plan.

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 View email address on click.appcast.io to request such an accommodation.