Client Experience Coordinator

TransWest; Redmond (WA); On-site; USD 68,000 - 92,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) with Company Match

PTO accrual up to 80 hours annually

One paid personal day annually

Holiday pay for seven observed days

Job summary

TransWest is seeking a Client Experience Coordinator to support the Microsoft transportation program across WA and CA. The role focuses on managing rider feedback, coordinating clear communications, and partnering with internal teams to resolve issues and improve the rider experience.

Ideal candidates have 3+ years of digital customer service, 2+ years with ticketing systems like ServiceNow, and strong written and verbal communication skills in English.

Qualifications

• Bachelor's degree in Communications, Business Administration or equivalent.
• 3+ years of digital customer service experience.
• 2+ years of experience with ServiceNow or similar ticketing systems.
• Excellent written and verbal communication; proficient in English.

Responsibilities

• Respond to rider feedback across multiple platforms within 48 hours with clear communication.
• Investigate feedback using cross-functional data and processes to identify root causes.
• Coordinate rider communications and signage with the client.
• Assist in developing client presentations, business reviews and proposals.
• Draft and coordinate driver communications on program updates.
• Track feedback trends and suggest program improvements.

Skills

Customer service

Written & verbal communication

English proficiency

Team collaboration

Education

Bachelor's degree in Communications or Business Administration

Tools

ServiceNow

Microsoft Outlook

Job description

About TransWest:

We move people. We help them get to work, school, or play. From A to B, and everything in between. By shuttle, bus, charter or 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 go above and beyond to remove stress in all interactions and make things a little easier for all we serve.

The Client Experience Coordinator supports 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.

Compensation:

• Fixed: $80,168 / year
• Annual performance bonus based on company and individual goals

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.
• Holiday pay for seven Company-Observed Holidays annually

Responsibilities:

• Support client with locations in WA and CA by responding to rider feedback received across multiple platforms within 48 hours, providing relevant 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 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 recommendations for program improvement for both programs
• Perform other duties as assigned.

Requirements:

• Bachelor's degree in Communications, Business Administration or equivalent
• 3+ years of digital customer service experience
• 2+ years ofexperience working with ServiceNow or similar ticketing systems
• Demonstrated experience using Microsoft Outlook to manage professional email communication
• Excellent written and verbal communication
• Experience working in the transportation industry preferred
• Enjoy people and excel at customer service
• Able to communicate proficiently in English

TransWest Culture:

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:

At TransWest, 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 at TransWest emphasizes 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 to optimize our impact.