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Human Resources Service Center Representative - Tier I

Dana-Farber Cancer Institute

Job Description

Job ID:

10 Brookline Place West, Brookline, MA 02445


Employment Type:
Full time

Work Location:
Full Remote: Occasional time on campus


The Human Resources Service Center (HRSC) Representative I provides employee support for HR-related inquiries in a service center environment and process transactions in the Dana Farber Cancer Institute (DFCI) Human Capital Management System (HCMS) and log cases within the customer service management system. The HR Service Center Representative serves as the primary point of contact for employees, managers, and external stakeholders seeking HR-related assistance and support. They are responsible for providing exceptional customer service and accurate information regarding HR policies, procedures, benefits, and employee programs. The ideal candidate is knowledgeable in HR practices, possesses excellent communication skills, and demonstrates a commitment to delivering timely and effective HR solutions.

This position's work location is fully remote with occasional time on-campus in Boston, MA. The selected candidate may only work remotely from a New England state only (ME, VT, NH, MA, CT, RI).  

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals


  • Serve as the initial point of contact for HR inquiries and provide prompt and courteous assistance via phone, email, or other communication channels.
  • Respond to tier 1 questions for all HR inquiries including Benefits, Compensation, Leave of Absence, Employee Relations, Organizational Development, and Payroll/Time Keeping
  • Accurately document and maintain employee records, ensuring confidentiality and data accuracy.
  • Assist employees with HR system navigation, including self-service portals and online tools
  • Stay updated on changes in HR policies, procedures, and employment laws to provide accurate and up-to-date information to employees.
  • Guide employees through various HR processes, such as performance evaluations, leave management, and onboarding/offboarding procedures.
  • Process open enrollment changes and assist with systems testing.
  • Escalate complex issues to Tier 2 level support for further investigation and resolution.
  • Contribute to the improvement of HR Service Center processes and resources.
  • Maintain a positive and professional demeanor while handling sensitive and confidential information.
  • Provide training and guidance to employees on HR-related topics as needed.
  • File employee information as necessary
  • Enters employee data (including job, payroll, and benefits) into HR system ensuring the accuracy of information and necessary approvals
  • Assist in administering the tuition grant program
  • Process training registration as necessary
  • Other HR related administrative tasks as needed Specific knowledge, skills, and abilities Strong organizational and case management skills with a keen ability to prioritize and multi-task
  • Ability to adhere to and meet deadlines
  • Experience in handling sensitive, confidential information
  • Excellent communicator (oral and written) including the desire to ask questions and learn from co-workers
  • Strong administrative and data management skills
  • Ability to raise issues proactively and in a timely manner


  • High School Diploma or its equivalent
  • 1-2 years of experience working in Human Resources environment


  • Proficient in using HRIS systems, i.e., PeopleSoft, Workday, Oracle HCM HR or UKG systems
  • Demonstrated experience utilizing MS Office Suite, MS Excel, Word, and other relevant software applications
  • Data entry experience within HR/Payroll systems
  • Well-developed team skills, unquestioned integrity, and the experience, confidence, and presence to effectively handle interpersonal relationships and sensitive HR issues
  • Previous experience in an HR Service Center, HR administration, or customer service role is preferred.
  • Knowledge of HR policies, procedures, and employment laws.
  • Excellent verbal and written communication skills with the ability to explain complex HR information in a clear and concise manner.
  • Exceptional customer service and interpersonal skills to build positive relationships with employees at all levels.
  • Detail-oriented with excellent organizational and time management abilities.
  • Ability to work independently, prioritize tasks, and handle multiple inquiries simultaneously.
  • Maintains confidentiality and exercises discretion in handling sensitive employee information.

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other groups as protected by law.

EEOC Poster 

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