Research Associate – HR Service Center The Research Associate plays a critical role in Home Depot’s Human Resources Service Center (HRSC), operating within a call center environment to deliver high-quality customer service. This position is responsible for researching and resolving escalated associate pay and HR transactional inquiries in a timely and efficient manner. Strong analytical skills and the ability to work independently are essential to success in this role. Communication with associates and third-party vendors occurs via outbound calls, faxes, web forms, and emails.

Investigate and resolve complex payroll, escalations, and HR transactional issues, ensuring timely and effective communication of resolutions.Own associate cases from initiation/escalation to resolution, leveraging available resources to provide comprehensive support.Identify opportunities to enhance processes, drive efficiencies, and contribute to continuous improvement initiatives.Work autonomously with minimal supervision, managing time and productivity effectively.Apply analytical and strategic thinking to resolve associate concerns with precision and professionalism.Deliver outstanding customer service, demonstrating a commitment to accuracy, responsiveness, and excellence.Maintain a keen attention to detail when diagnosing and resolving 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 resolution10% Special Projects - Special projects/reports and business duties as assigned by leadership10% 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 SupervisorThis 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:

Proficiency in Microsoft Office Suite, including Word, Excel, and OutlookStrong written and verbal communication skills with a professional and articulate approachAssociate degree, some college coursework, or relevant HR experience in a shared services environmentExperience working with case management applicationsIntermediate-level proficiency in computer operations and troubleshootingProven ability to collaborate effectively within cross-functional teamsDemonstrates patience, teamwork, motivation, and a positive attitude, with a commitment to achieving successful outcomesHighly adaptable and flexible in dynamic work environmentsSelf-motivated, resourceful, and confident problem solver with a proactive approachConsistent track record of punctuality and reliable attendanceBilingual in Spanish is preferred but not required

 

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 enthusiasmCollaborates - Building partnerships and working collaboratively with others to meet shared objectives and sharing knowledgeCommunicates 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 forwardDemonstrates Self-Awareness - Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknessesSituational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situationsTech Savvy - Anticipating and adopting innovations in business-building digital and technology applicationsExceptional customer service skills and proven ability to perform in an unpredictable, fast-paced environmentExcellent written and verbal communication skillsCareful attention to detailAbility to navigate through multiple computer applications simultaneously during or after a call for research purposesAbility to use probing questions to get to the root of a problemExhibits ownership and empowerment