What are the responsibilities and job description for the HR Services Research Associate - HRSC (Remote) position at The Home Depot?
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:
- 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% Special Projects - Special projects/reports and business duties as assigned by leadership
- 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.
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
- Working knowledge of Microsoft Office Suite
- Excellent written and verbal communication skills
- Associate Degree, some college education or HR experience in a shared services environment
- Case management application experience
- Intermediate level computer knowledge
- Demonstrated ability to collaborate and work effectively with cross-functional teams
- Exhibits patience, teamwork, motivation, upbeat and a great attitude; desire to always create a positive outcome.
- Adaptable and flexible
- Hard-working, self-starter and problem solver; confident
- History of punctuality and good attendance
- Bilingual Spanish is a plus but not required
- Previous HR Service Center experience
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:
- Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives and sharing knowledge
- 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.
- Decision Quality - Making good and timely decisions that keep the organization moving forward
- Demonstrates Self-Awareness - Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses
- Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations
- Tech Savvy - Anticipating and adopting innovations in business-building digital and technology applications
- Exceptional customer service skills and proven ability to perform in an unpredictable, fast-paced environment
- Excellent written and verbal communication skills
- Careful attention to detail
- Ability to navigate through multiple computer applications simultaneously during or after a call for research purposes
- Ability to use probing questions to get to the root of a problem
- Exhibits ownership and empowerment
