Senior HR Support Services Consultant

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 fullservice 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 youre 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.

Dont meet every single requirement Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At TriNet we are dedicated to building a diverse inclusive and authentic workplace so if youre excited about this role but your past experience doesnt align perfectly with every single qualification in the job description we encourage you to apply anyway. You may just be the right candidate for this or other roles.

A Brief Overview
The position is accountable for the provision of accurate and timely human resource management bestpractice guidance and expertise on complex HR compliance inquiries. This role may manage a client base orhandle customer inquiries via a central point of contact (phone case or chat system).Additionally therole assists with onthejob training for new hires and addresses themostcomplex HR compliance is highlyinvolved in collaborative team projects developing and enhancing resources and creating valueadd products. This role is responsible for meeting established key performance indicator metrics as defined by management and for contributing to high Client Satisfaction Scores and surveys.

Locations

United States Atlanta GA

What you will do

• Provides customer service through phone email or chat delivering ondemand timely and valuable resolution and follow up to customers with questions on moderate to complex moderate HR compliance subjects.
• Leverage TriNets approved templates resources and product suite in accordance with company guidelines standards and processes to ensure highquality consistent HR consultations and compliance.
• Utilize best practice guidance and options in multiple areas of HR compliance: employee relations employer relations Handbook/policies PTO/Sick PFL EPLI background checks FLSA LOA etc.
• Assists in resolution of HR related operational concerns provides relevant information and makes recommendations for best practice guidance.
• Effectively transition and/or coordinate resolution of customer inquiries outside of scope with appropriate teams.
• Utilize Client Relationship Management system to document manage and resolve open cases while keeping customers regularly informed of status and anticipated resolution timing.
• Partner with leaders to drive team metrics and success.
• Participate on collaborative projects to develop and enhance team resources and valueadd products.
• 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.
• Mentor and train new consultant colleagues on HR issue resolution and call center best practices. Support other 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 with customer escalations and ensuring Service Level agreements are met including triaging ELT related escalations.
• Performs other duties as assigned.
• Complies with all policies and standards.
• Build and foster positive and effective business relationships with daytoday operational contacts within assigned clients.
• Manage a client portfolio; identify issues that clients want solved and clearly define and communicate to the crossfunctional team what the desired business outcomes should be.
• Meet with clients to understand their HR Operational business processes business goals and objectives issues and desired outcomes.

Education Qualifications

• Bachelors Degree or equivalent experience required or
• Masters Degree or equivalent experience preferred

Experience Qualifications

• Typically 5 years Human Resources Generalist experience required

Licenses and Certifications

• SPHR or SHRMSCP preferred
• PHR or SHRMCP required

Skills and Abilities

• Ability to collaborate across teams and develop and enhance resources and create valueadd products. (Advanced proficiency)
• Mentor new hires contributing to their success. (Advanced proficiency)
• Ability to effectively meet customer needs taking responsibility for customer satisfaction (Advanced proficiency)
• Ability to quickly build rapport and adapt to customer communication style to effectively communicate for resolution. (Advanced proficiency)
• Strong presentation/facilitation skills with the ability to adjust appropriately to the audience (Intermediate proficiency)
• Knowledge of contact center technologies (Telephony CRM Call Monitoring Workforce Management etc. (Advanced proficiency)
• Strong analytical and problemsolving skills (Intermediate proficiency)
• Ability to absorb new information quickly while working in a dynamic growthoriented environment (Advanced proficiency)
• Excellent interpersonal and communication skills (Advanced proficiency)
• Solid knowledge and understanding of both state and federal employment laws (Advanced proficiency)
• Proficient in Microsoft Office Suite (Intermediate proficiency)
• A demonstrated commitment to high professional ethical standards and a diverse workplace (Advanced proficiency)
• Ability to advise on HR compliance in all 50 states (Intermediate proficiency)
• Ability to support HR consultants in resolving complex customer inquiries including conducting root cause analysis and recommending process and service enhancements (Intermediate proficiency)

Travel Requirements
Minimal

Work Environment

• 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 persons with disabilities to perform the essential functions.