HR Service Center Customer Service Associate, Fixed-Term

Stanford University•Redwood City, CA

3d•Onsite

About The Position

Stanford University Human Resources (UHR) is seeking a fixed-term Customer Service Associate through March 2027 to support the daily operations of the Tier 1 HR Service Center within the University Human Resources Service Center. This entry-level HR role is responsible for assisting employees with navigating the Oracle HCM system (Sequoia), supporting manager and employee self-service transactions, and resolving general to moderately complex HR inquiries while meeting established SLAs. The role also serves as a key liaison between employees, service delivery tiers, and centers of expertise (COEs). This position reports to the HRSC Customer Service Supervisor and is based at the Stanford Redwood City campus. 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.

Requirements

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

Nice To Haves

Friendly demeanor
Eagerness to learn HR knowledge
Ability to quickly acquire new skills

Responsibilities

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.
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.
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.
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.
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.
Support efforts to gather data for informing system and process improvements.
Escalate roadblocks or issues to appropriate colleagues.
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.
Support strategic goals set by the team, department, and university.
Demonstrate, through words, actions, and ideas, alignment to Stanford and HR goals.