Hr Services Research Associate - Hrsc (Remote)

Position Purpose

The Research Associate works in a call center environment in Home Depot's HRSC which provides quality customer service to Home Depot associates and third party vendors by researching and resolving escalated associate pay and HR transactional issues in a timely manner. Strong analytical skills and the ability to work independently are essential for this role. Contacts are made through outbound calls, faxes, webforms or emails. The Research Associate: - Researches and resolves complex pay, escalations and HR transactional issues and communicates resolution - Takes ownership of associate cases and provides complete end to end issue resolution by utilizing resources available - Looks for ways to continuously improve processes & gain efficiencies - Works independently with little to no supervision - Has the ability to manage their time and productivity - Possesses analytical and strategic approach to resolve associate issue/concerns - Provides exceptional customer service - Has excellent attention to detail - Diagnoses and resolves complex payroll and transactional cases

Key Responsibilities

• 10% Special Projects - Special projects/reports and business duties as assigned by leadership
• 80% Research - Researching complex pay and HR transactional issues, performing actions necessary to resolve and correct the issue, contacting the appropriate parties to communicate the resolution and documenting the issue and resolution
• 10% Support - Supporting escalations, performing root cause analysis and identifying causes and trends to find long term solutions

Direct Manager/Direct Reports

• This Position typically reports to Supervisor
• This Position has 0 Direct Reports

Travel Requirements

• No travel required.

Physical Requirements

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications

• Adaptable and flexible
• Excellent written and verbal communication skills
• Exhibits patience, teamwork, motivation, upbeat and a great attitude; desire to always create a positive outcome.
• Working knowledge of Microsoft Office Suite
• Associate Degree, some college education or HR experience in a shared services environment
• Bilingual Spanish is a plus but not required
• Previous HR Service Center experience
• Intermediate level computer knowledge
• Hard-working, self-starter and problem solver; confident
• Case management application experience
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• History of punctuality and good attendance

Minimum Education

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education

• No additional education

Minimum Years Of Work Experience

• 2

Preferred Years Of Work Experience

• No additional years of experience

Minimum Leadership Experience

• None

Preferred Leadership Experience

• None

Certifications

• None

Competencies

• Ability to navigate through multiple computer applications simultaneously during or after a call for research purposes
• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Exhibits ownership and empowerment
• Exceptional customer service skills and proven ability to perform in an unpredictable, fast-paced environment
• Ability to use probing questions to get to the root of a problem
• Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives and sharing knowledge
• Excellent written and verbal communication skills
• Careful attention to detail
• Decision Quality - Making good and timely decisions that keep the organization moving forward
• Tech Savvy - Anticipating and adopting innovations in business-building digital and technology applications
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Clearly defines actions taken, policies and procedures and next steps.
• Demonstrates Self-Awareness - Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses