HROC Coordinator

HROC Coordinator

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

• Works with customers to resolve questions or concerns by utilizing the HROC Knowledge Center, FAQs, and Macros to offer exceptional and consistent inbound/outbound customer-focused solutions
• 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
• 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

Preferred Qualifications

No preferred qualifications provided.