Compensation

Human Resource Customer Service Representative Senior

UW CODE AND REPRESENTATIVE GROUP

17187 (NE S SEIU 925 Non Supv)
22906 (NE H NI SEIU 925 Non Supv)

CLASS SERIES CONCEPT

The UWHR Workday Help group and the Payroll Office provide central points of contact for high volume HR/Payroll inquiries at the University of Washington. Positions in this class series work in a service center environment using case management software and Workday Human Capital Management (HCM) software to address questions related to HR, Benefits and Payroll.

BASIC FUNCTION

Working in UWHR Workday Help group or in the Payroll Office, perform front-line “service desk” support work for users of Workday HCM software and customers of the University’s HR/Payroll processes.

DISTINGUISHING CHARACTERISTICS

Under direct supervision and through the structure provided by case management software, such as UW Connect, operate as a member of a team dedicated to executing Workday customer support functions. Contact with customers is primarily transactional in nature, but may occasionally problem solve directly with customer to determine the appropriate Workday process. Provide assistance and support to employees in the Human Resource Customer Service Representative job class to troubleshoot system and/or procedure issues.

TYPICAL WORK

Perform front-line “service desk” support, serving as the first point of contact for resolution of HR and Payroll inquiries directed to the UWHR Workday Help group or the Payroll Office by the University’s faculty, staff and student workers.

Identify, research and resolve user questions and inquiries regarding Workday functionality. Act as first level technical response to items such as log-in issues, information in Workday that appears to be incorrect, etc.

Manage and resolve complex inquiries based on established UWHR Workday Help group and Payroll Office policies and procedures and adhere to service center processes and workflow.

Answer a high volume of inbound calls in a fast-paced service center working environment.

Assist walk-in customers with non-routine questions and/or reviewing materials, asking questions, and problem solving with the customer to determine the appropriate Workday process.

Coordinate efficiently with a combination of HCM, Benefits, and Payroll resources within the UWHR Workday Help group and the Payroll Office and advanced domain experts external to the UWHR Workday Help group and the Payroll Office to address inquiries that should be escalated.

Serve as a liaison between Workday end users and other UWHR Workday Help group and Payroll Office staff to ensure timely, appropriate transfer of information and response to inquiries.

Utilize case management software, such as UW Connect, to facilitate management of inquiries/issues in accordance with established protocols.

Escalate issues to higher-level specialists within UWHR Workday Help group and the Payroll Office as well as in Central Business Units (CBUs) external to the UWHR Workday Help group and the Payroll Office as required.

Use case management software, such as UW Connect, to facilitate management of inquiries/issues in accordance with established protocols.

Support periodic Workday update processes, including testing of employee self-service functions.

Lead the identification and verification of additions/changes to the working repository of knowledge content.

Assist in developing and verifying relevant content to support training by the UWHR Workday Help group and the Payroll Office.

Work with higher-level teams as well as technical staff supporting Workday in UW-IT Applications Services Management to identify and implement process improvement opportunities.

Take messages for staff and management; and

Perform other duties as required.

MINIMUM QUALIFICATIONS

High school graduation or equivalent

AND

Two (2) years of experience in customer service, telephone sales or problem resolution, including:

  • One (1) year of general office experience or experience in customer service or equivalent role
  • OR
  • Six (6) months of experience in human resources, benefits, payroll, or other Human Resource

OR

Equivalent education/experience.

CLASSIFICATION HISTORY

  • New Class Title ISC Senior Customer Service Representative: 4-1-17; class adopted for UW contract classified staff per negotiation with SEIU Local 925.
  • Job codes updated for Workday including hourly code: 6-27-17.
  • Delete hourly code 21197 (NE H SEIU 925 Non Supv) and create non-perm hourly code 22906 (NE H NI SEIU 925 Non Supv): 11-9-23.
  • Revised Job Class Title from ISC Sr. Customer Service Representative to Human Resource Customer Service Representative Senior when ISC disbanded: 5-1-24.