HROC Coordinator

It's fun to work in a company where people truly believe in what they are doing. At Dutch Bros Coffee, we are more than just a coffee company. We are a fun-loving, mind-blowing company that makes a difference one cup at a time.

Position Overview:

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.

Key Result Area:

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
• Please note job duties may change at any time due to business needs

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

Transfers escalated HR inquiries and/or customer issues to appropriate channels when required:

• 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

Skills

• Compliance and Employment Laws
• Communication
• Organization
• Priority Management
• Detail-Oriented

Job Qualifications:

• 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)

Location/Schedule Requirement:

• This position may be considered for Full-Time Remote or Hybrid work arrangement based on Dutch Bros needs.
• Shift Work (set schedule), required
• Available to work weekends, required
• Based on business needs and service requirements within HROC your job duties may change at any time

Physical Requirements:

• Occasionally move or lift office items
• Must be able to work in an office environment
• Must be able to communicate in an effective manner to perform job duties
• Vision must be good or corrected in order to perform essential job duties
• Hearing must be good or corrected in order to have the ability to understand information to perform essential job duties
• Ability to read and write in English in order to process paperwork and follow up on any actions necessary
• Constantly operates a computer and other office productivity machinery, such as calculators, copy machines, computers, and office equipment

Compensation:

$17.74 - DOE

If you like wild growth and working in a unique and fun environment, surrounded by positive community, you'll enjoy your career with us!