HROC Coordinator

About the role

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). This position provides quality and timely customer service in response to incoming and outgoing inquiries, employee record management, and employee lifecycle support. You’ll need exceptional problem-solving skills, effective communication, and a deep commitment to delivering a superior customer experience.

Responsibilities

• Work with internal teams to create recruitment materials that follow internal branding requirements to attract and retain talent.
• Serve as the first point of contact in the HR Operations Center for support and resolution for all Dutch Bros employees, escalating to appropriate channels when required.
• Process a steady volume of incoming inquiries quickly, accurately, and efficiently while navigating multiple systems, including navigational support, employee record data management, employee lifecycle management, and processing HROC-related transactions.
• Search the HROC Knowledge Center for relevant information to provide accurate and consistent answers to inquiries and self-service tools.
• Categorize, document, and respond to every customer inquiry promptly and efficiently as outlined by 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.
• Maintain confidentiality of HROC and Dutch Bros employee information.
• Transfer escalated HR inquiries and/or customer issues to appropriate channels when required, including delegating complex cases to the appropriate HR functional team if additional research or expertise is needed.
• Identify, address, and transfer sensitive customer concerns and/or crisis situations to the appropriate team while maintaining timeliness, sensitivity, compassion, and confidentiality.
• Report to work on time and complete tasks accurately and on schedule.
• Other duties as assigned.

Requirements

• High School Diploma or GED equivalent.
• Pleasant and professional written and verbal etiquette.
• Ability to follow standard procedures and scripts, execute predefined processes from detailed instructions, and apply knowledge for follow-up and troubleshooting.
• Strong typing and database entry skills, with the ability to multitask.
• Ability to maintain a positive attitude about workload and expectations while working independently and in a team environment.
• 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).

Schedule

• Shift work (set schedule), required.
• Available to work weekends, required.
• This position may be considered for full-time remote or hybrid work based on Dutch Bros needs.
• Job duties may change at any time due to business needs and service requirements within HROC.

Physical Requirements

• Occasionally move or lift office items.
• Ability to work in an office environment.
• Effective communication skills to perform job duties.
• Good or corrected vision to perform essential job duties.
• Good or corrected hearing to understand information necessary for essential job duties.
• Ability to read and write in English to process paperwork and follow up on necessary actions.
• Constantly operates a computer and other office productivity machinery, such as calculators, copy machines, and office equipment.

Pay

$17.74 - DOE