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. Additionally, subject to applicable eligibility requirements, TriNet 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. Please click the following link for detailed information about our benefits offerings: 5 b 61 a 1040 aae 1904