HR Service Center Customer Service Associate

🔍Human Resources Services, Redwood City, California, United StatesNew📁Human Resources📅12 hours ago Post Date📅109123 Requisition #Stanford University is one of the world’s premier academic and research institutions, devoting tremendous intellectual and physical resources toward the betterment of humanity. As a major Silicon Valley employer, Stanford seeks people committed to excellence and to improving our world. In turn, the university is committed to supporting its employees as they develop their careers and enrich their lives. Stanford University Human Resources (UHR) is seeking a customer service associate within the University Human Resources Service Center who 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). This position reports to the HRSC Customer Service Supervisor. This position is at our 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. 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 uphol