Client Experience Coordinator

TransWest; Redmond, Northern (WA, KY); Hybrid; USD 41,000 - 48,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Match

Paid Time Off

Personal Day

Holiday Pay

Job summary

TransWest in Redmond, WA is seeking a Client Experience Coordinator to support the Microsoft transportation program. You will manage rider feedback, coordinate clear communications, and partner with internal teams and the client to resolve issues and improve the rider experience.

Ideal candidates have 2+ years of digital customer service experience, proficiency with ServiceNow or similar ticketing systems, and strong written and verbal communication in English.

Qualifications

• 2+ years of digital customer service experience.
• Experience with ServiceNow or similar ticketing systems.
• Proficient in Microsoft Outlook for professional email communication.
• Excellent written and verbal communication.
• Experience in transportation industry preferred.

Responsibilities

• Respond to rider feedback for WA and CA clients within 48 hours.
• Investigate feedback with cross-functional teams to identify root causes.
• Coordinate rider communications and signage with the client.
• Develop client presentations, business reviews, and proposals.
• Coordinate driver communications on program updates.
• Track feedback trends and recommend program improvements.
• Perform other duties as assigned.

Skills

Customer service

ServiceNow

Outlook

Communication

English proficiency

Tools

Ticketing systems

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 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 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.