HROC Coordinator

Dutch Bros Coffee•HQ Remote - AZ, AZ

5d•Hybrid

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.

Requirements

High School Diploma or GED equivalent, Required
Pleasant and professional written and verbal etiquette
Able to follow standard procedures and script, execute predefined processes from detailed written or verbal instructions and apply knowledge of the process for follow-up and troubleshooting
Must have strong typing, database entry skills, and ability to multitask
Ability to maintain a positive attitude about workload and expectations, while working independently and in a team environment
Have the discipline to work independently in the absence of immediate supervision
Maintains attendance and punctuality according to HROC policies and procedures
Proficiency with Google Workspace (Drive, Docs, Sheets, and Slides) and/or MS Office Suite (Word, Excel, PowerPoint)

Responsibilities

Work with internal teams to create recruitment materials that follow internal branding requirements in order to both attract and retain talent
Be part of a team that serves as the first point of customer contact in the HR Operations Center for support and resolution for all Dutch Bros employees and escalates to appropriate channels when required.
Work quickly, accurately and efficiently to process a steady volume of incoming inquiries while navigating through multiple systems by answering and resolving HROC customer requests including navigational support, employee record data management, employee life cycle management, and processing of HROC related transactions.
Searches the HROC Knowledge Center for relevant information to provide accurate and consistent answers to incoming and outgoing inquiries and self-service tools.
Maintains positive and respectful attitude while working independently and in a team environment
Report to work on time and complete tasks as assigned accurately and on time
Provide a top-notch customer service response that is timely and doesn’t compromise the integrity or diminish the quality provided by the HROC department:
Timely and Accurately categorize, document and respond to every customer inquiry utilizing the HROC Knowledge Center, to include but not be limited to, inbound transactions, texts, and calls promptly and efficiently as outlined by the required HROC performance metrics and Service Level Agreement (SLA).
Establish and maintain a high level of customer satisfaction, professionalism, patience, tact, courtesy, and empathy in all HROC transactions.
Engage in problem solving to support continuous improvement initiatives.
Maintains confidentiality of HROC and Dutch Bros employee information
Transfer customers to the appropriate team when asked for advice, direction, or opinion on matters not covered in the HROC Knowledge Center.
Delegates complex cases requiring interpretation to the appropriate HR Functional team if additional research or expertise is required.
Identify, address and transfer sensitive customer concerns and/or crisis situations to the appropriate team while maintaining a high degree of timeliness, sensitivity, compassion and confidentiality.
Other duties as assigned