Customer Experience & Complaints Coordinator

Career Team; Dallas, Plano (TX, TX); On-site; USD 62,000 - 72,000; Full time

Job summary

Career Team in North Central Texas is seeking a Customer Experience Coordinator to serve as the primary contact for complaints and program inquiries, ensuring timely, policy-compliant resolutions and exceptional service.

You will coordinate investigations, document findings, and train staff on complaint management, collaborating with centers and partners to improve the customer experience across Workforce Solutions.

Qualifications

• Bachelor's degree or comparable experience.
• Excellent interpersonal, time management, customer service, and communication skills.
• Knowledge of WIOA and Choices/SNAP programs and other workforce requirements.

Responsibilities

• Receive, track, investigate, and resolve customer complaints and escalated service issues.
• Serve as the initial contact for inquiries regarding workforce programs, eligibility, services, and policies.
• Inform customers of their rights to file a program complaint and informal resolution timelines.
• Accept and manage complaints through in-person, online, mail, and fax channels.
• Review complaints for required documentation and timeliness requirements.
• Coordinate informal complaint resolution activities and meetings with staff or supervisors.
• Conduct investigations and research applicable regulations (WIOA, Texas rules).
• Prepare findings and correspondence with clear resolution actions.
• Monitor adherence to timelines and issue decisions within policy deadlines.
• Maintain complete records of complaints and communications.
• Ensure accessibility for individuals with disabilities and LEP.

Skills

Active listening

Customer service

Communication

Time management

Confidentiality

Education

Bachelor's degree or comparable experience

Tools

MS Office

Job description

Career Team in North Central Texas is seeking a Customer Experience Coordinator to serve as the primary contact for complaints and program inquiries, ensuring timely, policy-compliant resolutions and exceptional service.

You will coordinate investigations, document findings, and train staff on complaint management, collaborating with centers and partners to improve the customer experience across Workforce Solutions.