• Job Description

  Req#: REQ-14472

  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.

  Being part of the Dutch Family

  You are adaptable, a servant leader, and community-minded. You view yourself as an unfinished product on the constant pursuit of personal and professional development. We rely on our people to uphold our core values of speed, quality, and service to protect our culture and ensure our growth remains limitless!

  Dutch Bros mission statement

  We are a fun-loving, mind-blowing company that makes a massive difference one cup at a time.

  Who we are

  Dutch Bros puts people first in everything we do. Joining our team gives you the opportunity to build a compelling future while making a massive difference in the lives of our customers and communities.

  We love people and we love OUR people! Here’s what we offer

  Here at Dutch Bros, we want our employees to feel valued, and we recognize there's more to value than a salary. The following benefits and perks were hand-picked to cater to our diverse employee base:

  • Medical/Dental/Vision/Short Term Disability/Life insurances

  • Paid Sick Days

  • 401(k) plan with employer match after one year of employment

  • Education Benefit Program

  • Vacation/Floating Holidays/Paid Time Off

  • Paid Parental Leave

  • Flexible Schedule

  • Paid Volunteer Days

  • Various employee discounts

  • Office perks, such as hi-lo desks, snacks provided daily, casual dress code, and an in-house coffee bar with a dedicated Broista

  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.

  This role entails working a 4x10 shift schedule, which includes one weekend day.

  Key Result Areas (KRAs)

  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

  • 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

  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 requirements:

  • 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

  *This position is eligible for remote work within any state Dutch Bros currently resides in (AL, AZ, CA, CO, ID, KS, KY, MO, NM, NV, OK, OR, TN, TX, UT, and WA)

  Compensation:

  $21.37 - 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!

• About the company

  Dutch Bros Coffee is a privately held drive-through coffee chain headquartered in Grants Pass, Oregon, United States, with company-owned and franchise locations throughout the western United States.

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