Contractors’ Warehouse —
HR Services Research Associate – Remote

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 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.

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 Outlook
• Strong written and verbal communication skills with a professional and articulate approach
• Associate degree, some college coursework, or relevant HR experience in a shared services environment
• Experience working with case management applications
• Intermediate-level proficiency in computer operations and troubleshooting
• Proven ability to collaborate effectively within cross-functional teams
• Demonstrates patience, teamwork, motivation, and a positive attitude, with a commitment to achieving successful outcomes
• Highly adaptable and flexible in dynamic work environments
• Self-motivated, resourceful, and confident problem solver with a proactive approach
• Consistent track record of punctuality and reliable attendance
• Bilingual 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 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