Client Experience Coordinator

TransWest Mobility; Redmond (WA); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, Vision & Life

401(k) Retirement Plan with Company | 

PTO accrual

One paid personal day annually

Company holidays

Job summary

TransWest Mobility is seeking a Client Experience Coordinator to support the Microsoft transportation program by managing rider feedback, coordinating clear communications, and partnering with internal teams and the client to resolve issues and improve the overall rider experience.

This role requires strong customer service, attention to detail, and the ability to turn feedback and program updates into timely, professional communication for riders, drivers, and client stakeholders in WA and CA.

Qualifications

• 2+ years of digital customer service experience.
• Proficient experience with ServiceNow or similar ticketing systems.
• Demonstrated experience using Microsoft Outlook to manage professional email communication.
• Excellent written and verbal communication.
• Experience in the transportation industry preferred.
• Enjoy working with people and excel at customer service.
• Able to communicate proficiently in English.

Responsibilities

• Support clients with locations in WA and CA by responding to rider feedback across multiple platforms within 48 hours, providing information and resolution details.
• Investigate rider feedback using cross-functional partnerships, data, and technology to identify root causes and support resolution.
• Partner with the client to develop and coordinate rider communications and signage.
• Support development of client presentations, business reviews, and proposals.
• Develop and coordinate driver communications on program updates and topics.
• Track feedback trends and offer recommendations for program improvement for both programs.
• Perform other duties as assigned.

Skills

Customer service

ServiceNow

Outlook

Written communication

Verbal communication

Transportation experience

English proficiency

Tools

ServiceNow

Microsoft Outlook

Job description

AboutTransWest:We move people. We help them get to work, school, or play. From A to B, and everythinginbetween. By shuttle, bus,charteror valet, we find creative ways to move people,business, and communities forward. We partner with some of the world's leading companies to create personalized transportation systems and hospitality experiences. We goabove and beyondto remove stress in all interactions and make things a little easier for all we serve.

TheClient Experience Coordinatorsupports the Microsoft transportation program by managing rider feedback, coordinating clear communications, and partnering with internal teams and the client to resolve issues and improve the overall rider experience. This role requires strong customer service, attention to detail, and the ability to turn feedback and program updates intotimely, professional communication for riders, drivers, and client stakeholders.

Compensation:

• $30.00 - $35.00 / Hour

Benefits:

• Medical, Dental, Vision & Life Insurance
• 401(k) Retirement Plan with Company Match
• Paid Time Off (PTO) accrues in accordance with company policy and may be used for vacation, personal, or sick time. Team Members are eligible to accrue up to 80 hours (10 days) of PTO annually, with increased accrual opportunities based on years of service.
• One paid personal day annually. 8 hours for full-time Team Members and 4 hours for part-time Team Members.
• Seven Company-Observed Holidays. Full-time non-exempt Team Members receive eight hours of holiday pay and part-time non-exempt Team Members receive four hours of holiday pay for eligible holidays.

Responsibilities:

• Supportclientwith locations in WA and CA by respondingto rider feedback received across multiple platforms within48 hours, providing relevant information and resolution details.
• Investigate rider feedback using cross-functional partnerships, data, and technology toidentifyroot causes and support resolution.
• Partner with the client to develop and coordinate rider communications and signage.
• Support the development of client presentations, business reviews, and proposals.
• Develop and coordinate driver communications on relevant program updates and topics.
• Track feedback trends and offer recommendationsfor program improvementfor both programs
• Perform other duties as assigned.

Requirements:

• 2+ years ofdigitalcustomer service experience
• Proficientexperience working with ServiceNow orsimilarticketingsystems
• Demonstrated experience using Microsoft Outlook to manage professional email communication
• Excellent written and verbal communication
• Experience working in the transportation industrypreferred
• Enjoy people and excel at customer service
• Able to communicate proficiently in English

TransWestCulture:

Come join our close-knit team. We enjoy having summer BBQ’s, holiday parties, games, contests and so much more at our bus yards and in the office.

Our Commitment to Diversity, Equity, Inclusion, and Belonging:

AtTransWest, we pride ourselves on building a diverse workforce and collaborative spaces where people of different lived experiences, backgrounds, abilities,and identities can thrive. Everyone on the team atTransWestemphasizes and practices our core values every day that are based on continued growth, reliability, safety, caring for our work, clients, and each other. Our commitment to diversity, equity, and inclusion is an evolving area where we will continue to listen and learn from our team members, business partners, community partners, and thought leaders tooptimizeour impact.