HROC Coordinator

DB Franchising USA • Phoenix, AZ

221d • $21 • Remote

About The Position

As the HR Operations Center Coordinator, you will work under close supervision and follow specific procedures and detailed instructions, via various platforms in our HR Operations Center (HROC). You will be expected to conduct business professionally, efficiently, and accurately. This position provides quality and timely customer service in response to incoming and outgoing inquiries, employee record management and employee lifecycle support which requires exceptional problem-solving skills, effective communication, and deep commitment to delivering a superior customer experience. The schedule for this position is Wednesday through Saturday 8 AM to 6 PM PST.

Requirements

• High School Diploma or GED equivalent.
• Pleasant and professional written and verbal etiquette.
• Ability to follow standard procedures and script, execute predefined processes from detailed written or verbal instructions.
• Strong typing and database entry skills, and ability to multitask.
• Ability to maintain a positive attitude about workload and expectations.
• Discipline to work independently in the absence of immediate supervision.
• Proficiency with Google Workspace (Drive, Docs, Sheets, and Slides) and/or MS Office Suite (Word, Excel, PowerPoint).

Responsibilities

• Work with customers to resolve questions or concerns by utilizing the HROC Knowledge Center, FAQs, and Macros.
• Serve as the first point of customer contact in the HR Operations Center for support and resolution for all Dutch Bros employees.
• Process a steady volume of incoming inquiries while navigating through multiple systems.
• Answer and resolve HROC customer requests including navigational support, employee record data management, employee life cycle management, and processing of HROC related transactions.
• Search the HROC Knowledge Center for relevant information to provide accurate and consistent answers.
• Maintain a positive and respectful attitude while working independently and in a team environment.
• Categorize, document and respond to every customer inquiry utilizing the HROC Knowledge Center.
• Establish and maintain a high level of customer satisfaction, professionalism, patience, tact, courtesy, and empathy.
• Engage in problem solving to support continuous improvement initiatives.
• Maintain confidentiality of HROC and Dutch Bros employee information.
• Transfer escalated HR inquiries and/or customer issues to appropriate channels when required.
• Identify, address and transfer sensitive customer concerns and/or crisis situations to the appropriate team.

Benefits

• Remote work eligibility within any state Dutch Bros currently resides in.
• Compensation: $21.37 - DOE.

What This Job Offers

• Career Level: Entry Level
• Industry: Lessors of Nonfinancial Intangible Assets (except Copyrighted Works)
• Education Level: High school or GED