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.
The Project Specialist for the Customer Escalations team will be responsible for the day to day operations supporting Customer Escalations process and customer service delivery. You will work closely with the Customer Escalations management team to plan and oversee various tasks and deliverables required to meet committed timelines. Applying effective project management principles, processes, and tools will be critical to success. You will need to possess strong communication skills with internal and external stakeholders.
This role will interact with other TriNet departments for cross-team coordination and task execution. He/she must be passionate about process improvement, have strong organizational skills, and excellent written and verbal communication skills. We are looking for someone who thrives in an evolving environment, brings an enthusiastic, collaborative and fun attitude, and delights in getting stuff done in efforts of providing an excellent customer experience.
Provide administrative and project management support to Customer Escalation colleagues
Proactively schedule meetings, document process flows, plan and execute projects, manage travel for and coordinate solution options for colleagues
Support customer meetings and discussions related to escalations
Other projects and responsibilities may be added at the supervisor's discretion
JOB REQUIREMENTS AND QUALIFICATIONS
Education: Bachelor's degree desired; or equivalent education and/or related work experience.
Training Requirements (licenses, programs, or certificates):
PMP or related certifications preferred
Six Sigma Certification preferred
Minimum 1+ years customer service experience; or combination of operations/customer service experience.
PEO Industry experience is preferred.
The person in this role should possess leadership qualities as well as:
Be detail oriented
Ability to problem solve without getting flustered
Ability to communicate with clients at the C-Suite and the user levels
Have project management background
Have a customer service bias
Ability to define and execute a streamlined process using both human interaction as well as system automation capabilities
Have the mindset of getting it done right the first time
Ability to influence other teams to collaborate towards an end goal
Have a negotiating mindset
Other Knowledge, Skills and Abilities:
Ability to handle multiple tasks concurrently with competing deadlines
Excellent problem-solving skills and hands on experience in deriving actionable business resolutions through effective analysis of facts of internal and external processes
Ability to interact with a variety of technical and non-technical team members
Ability to produce robust solutions to business problems with little direction or guidance
Ability to be self-motivated and meet deadlines
This individual must work effectively with Staff to Senior Executive level employees within the function and across functions
Attention to detail and strong personal organizational skills and able to work in fast, paced, highly fluid environment
Ability to handle moderately complex projects involving integration with several systems
Ability to manage multiple initiatives at one time
Excellent verbal and written communication skills
Strong interpersonal skills, including the ability to develop and maintain relationships with cross-functional team members
Ability to communicate with employees at all levels of the organization
Strong knowledge and understanding of both state and federal employment laws
Excellent presentation and facilitation skills
Commitment to high professional ethical standards and a diverse workplace
Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities
Proficient in Microsoft Office Suite
WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.)
Minimal travel required
Work in clean, pleasant, and comfortable office setting
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.
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 a company manager, a company officer or a TriNet HR representative to request such an accommodation.