HR Service Center Customer Service Associate

JOB PURPOSE:

Under direct supervision, the HR Service Center (Customer Service) Associate supports daily operations of the Tier 1 HR Service Center. Key responsibilities of this entry level HR role include assisting employees in navigating the Oracle HCM system (Sequoia) supporting manager and employee self-service transactions, resolving general HR inquiries of general to intermediate complexity, meeting defined SLA, and acting as the primary liaison between employees and service delivery tiers and centers of expertise (COEs). As the first point of contact for employee HR inquiries, this role documents inquiries and escalates complex cases to Senior Associates using ServiceNow. This role will also provide back-up support for I-9 processing during peak times. Ideal candidates will have a friendly demeanor, effective communication and listening skills, eagerness to learn HR knowledge, and the ability to quickly acquire new skills. This role supports Stanford’s vision, culture, and values.

CORE DUTIES*:

• HR Acumen Competency: Provide clear, efficient, and courteous support to university employees who reach out to the HRSC with general HR related questions, demonstrating effective knowledge of HR programs and processes to resolve intermediate to moderately complex issues. Provide back-up support for I-9 processing as necessary. Maintain organized records of employee cases by documenting information in ServiceNow, providing diligent follow-ups and resolving cases in a timely manner.
• Service Excellence & Customer Focus: Serve as a welcoming first point of contact for HR knowledge and assistance. Provide helpful, accurate and timely information to employees or escalate requests to Senior Associates for additional support. Utilize available knowledge articles and resources to communicate information to employees.
• Communication: Deliver clear and professional written and verbal communications. Demonstrate active listening skills and empathy in understanding employees’ unique needs. Maintain courtesy and professionalism as a public-facing representative of the HR organization. Ask questions and seek support when faced with unfamiliar requests. Maintain attentive and responsive lines of communication with the broader team to receive latest updates and keep the team informed of individual progress and challenges.
• Agility and Innovation: Demonstrate resourcefulness when facing unfamiliar requests by proactively determining next steps toward resolution. Expand HR knowledge through continuous learning opportunities. Solicit constructive feedback and insights from managers and proactively incorporate suggestions into continuous improvement of work and improving HR service operations.
• Business Understanding: Possess an understanding of Stanford’s business and how the HR Service Center enables the HR organization’s success leveraging the service delivery model.  Adhere to all HR service level agreements (SLAs). Complete case documentation in a timely manner.
• Critical Evaluation, Problem Solving & Decision Making: Support efforts to gather data for informing system and process improvements. Escalate roadblocks or issues to appropriate colleagues.
• Culture, Values & Ethical Practices: Develop trusting, credible relationships from demonstrated ethical judgment, behavior, and practiced confidentiality. Promote an environment that fosters inclusive relationships and creates unbiased opportunities for contributions through ideas, words, and actions that uphold principles of the Stanford’s Code of Ethics.
• Alignment to Strategy: Support strategic goals set by the team, department, and university. Demonstrate, through words, actions, and ideas, alignment to Stanford and HR goals.

*Note: The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

MINIMUM REQUIREMENTS:

Education & Experience:

High school diploma and two years of relevant experience or a combination of education and relevant experience.

Knowledge, Skills and Abilities:

• Experience working in a call center or HR department.
• Basic data entry skills and high keystroke rate / words-per-minute.
• Basic problem-solving skills.
• Demonstrated dedication to service excellence and commitment to providing clients with accurate and thoughtful solutions in a punctual manner.
• Effective written and verbal communications skills and the ability to maintain a consistently positive attitude and courteous phone and email tone.
• Team-oriented self-starter with the ability to work independently and proactively.
• Experience working in a fast-paced environment with rapidly changing priorities.
• Ability to triage requests and inquiries and route them to appropriate parties.
• Ability to exercise discretion with confidential information.
• Organizational skills and attention to detail.Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
• Experience handling high volume inquiries through multiple channels (phone, CRM, email, chat, etc.), demonstrating the ability to support customers with initiating and/or resolving simple transactions.
• Experience working with an HCM system.

Certifications and Licenses:

None

PHYSICAL REQUIREMENTS*:

• Frequently stand/walk, sit, perform desk-based computer tasks, and use a telephone.
• Occasionally write by hand, twist/bend/stoop/squat, reach/work above shoulders, grasp lightly/fine manipulation, grasp forcefully, lift/carry/push/pull objects that weigh up to 10 pounds, sort/file paperwork.
• Rarely kneel/crawl, operate foot and/or hand controls.

*Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

WORKING CONDITIONS:

• Occasional work on evenings and weekends.
• May work extended hours.

WORK STANDARDS:

• Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
• Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
• Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.
  

The expected pay range for this position is $65,000 - $77,000 per annum. Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website (https://cardinalatwork.stanford.edu/benefits-rewards) provides detailed information on Stanford’s extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.

Why Stanford is for You

Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

• Freedom to grow. We offer career development programs, tuition reimbursement, or course auditing. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
• A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
• A healthier you. Climb our rock wall or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
• Discovery and fun. Stroll through historic sculptures, trails, and museums.
• Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more

Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact Stanford University Human Resources at stanfordelr@stanford.edu. For all other inquiries, please submit a contact form.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.