Customer Experience Coordinator

The role

The Customer Experience Coordinator serves as the primary contact for customer concerns and program inquiries for Workforce Solutions for North Central Texas programs. This person will administer complaint resolution processes, conduct investigations, and collaborate with internal teams to improve the customer experience.

What you will do

• Receive, track, investigate, and resolve customer complaints and escalated service issues.
• Serve as initial contact for inquiries regarding workforce programs, eligibility, and policies.
• Ensure customers are informed of their right to file complaints and resolution timelines.
• Manage complaints submitted via in-person, online, mail, and facsimile.
• Coordinate and facilitate informal complaint resolution activities.
• Conduct complaint investigations and research federal, state, local, and program-specific regulations.
• Prepare written findings, determinations, and correspondence regarding complaint outcomes.
• Maintain complete and accurate records of complaints, investigations, and resolutions.
• Ensure processes are accessible to individuals with disabilities and Limited English Proficiency.
• Analyze complaint trends to identify service gaps and opportunities for improvement.

Required qualifications

• Bachelors degree required or comparable experience
• Ability to listen to customers, analyze needs, and suggest solutions
• Ability to work in a variety of settings with culturally diverse customer base
• Computer literate with MS Applications (Word, Excel, and Outlook) skills
• Ability to learn specialized databases and software systems
• Ability to meet and/or exceed set goals and objectives
• Excellent interpersonal, time management, customer service, organizational and communication skills
• Knowledgeable about the WIOA and Choices/SNAP programs and other workforce program requirements
• Ability to thrive in a fast-paced environment while remaining flexible, proactive, resourceful, and efficient
• Ability to maintain a high level of confidentiality
• Must adhere to the principles of Extreme Customer Service
• Valid Driver’s License

Nice to have

• Serve as the Board's designated Customer Experience and Complaint Resolution Coordinator

Benefits

• Medical Benefits
• Dental Benefits
• Vision Benefits
• Life Insurance
• Short & Long Term Disability Benefits
• 401k (90 days after employment)
• Paid Time Off (PTO)
• Paid Holidays

Before you apply

• Employment is contingent upon successful completion of a background check including criminal, prior employment and education verification

About the company

Founded in 1996, Career Team, LLC is a private workforce development organization. It blends cutting-edge technology with compassionate, high-touch services to drive outcomes for job seekers.