HR Service Center Customer Service Associate, Fixed-Term

About the role

The HR Service Center (Customer Service) Associate supports daily operations of the Tier 1 HR Service Center. This entry-level HR role assists employees with navigating the Oracle HCM system (Sequoia), supports manager and employee self-service transactions, resolves general HR inquiries, and acts as a key liaison between employees and service delivery tiers and centers of expertise (COEs).

Responsibilities

• Provide clear, efficient, and courteous support to university employees with general HR-related questions.
• Support manager and employee self-service transactions.
• Resolve general HR inquiries of general to intermediate complexity.
• Document inquiries and escalate complex cases to Senior Associates using ServiceNow.
• Provide back-up support for I-9 processing during peak times.

Requirements

• High school diploma and two years of relevant experience or a combination of education and relevant experience.
• 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.
• Experience handling high volume inquiries through multiple channels (phone, CRM, email, chat, etc.).
• Experience working with an HCM system.

Qualifications

• High school diploma and two years of relevant experience or a combination of education and relevant experience.
• 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.
• Experience handling high volume inquiries through multiple channels (phone, CRM, email, chat, etc.).
• Experience working with an HCM system.

Skills

• Excellent communication skills.
• Problem-solving abilities.
• Attention to detail.
• Organizational skills.

Benefits

Stanford offers a comprehensive benefits package including medical, dental, vision, retirement plans, and paid time off.

Pay

The expected pay range for this position is $31.25 - $38.25 per annum.

Schedule

The position is full-time and permanent through March 2027.