Customer Experience & Complaints Coordinator

Career-Team-36cf2150; Plano (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 customer concerns related to Workforce Solutions programs. You will ensure timely, policy-compliant resolution and deliver exceptional service.

Responsibilities include handling complaints, guiding inquiries, coordinating informal resolution, maintaining records, and collaborating with staff and partners to improve the customer experience; travel up to 25%.

Qualifications

• Bachelor's degree or comparable experience.
• Ability to listen to customers, analyze expressed needs, and use good judgment in suggesting solutions or next steps.
• Ability to work in a variety of settings with culturally diverse customer base with the ability to be culturally sensitive.
• Must be computer literate and have MS Applications (Word, Excel, and Outlook) skills at minimum, and the ability to learn specialized databases and software systems.
• Ability to meet and/or exceed set goals and objectives.

Responsibilities

• Receive, track, investigate, and resolve customer complaints, concerns, and escalated service issues involving Workforce Solutions programs.
• Serve as the initial contact for customer inquiries regarding workforce programs, eligibility requirements, services, and policies.
• Ensure customers are informed of their right to file a program complaint, the opportunity for informal resolution, and applicable complaint resolution timelines.
• Accept and manage complaints submitted through authorized channels, including in-person, online, mail, and facsimile submissions.
• Review complaints to ensure required documentation is obtained, including complainant information, supporting facts, and timeliness requirements.

Skills

Customer service

Communication

Problem solving

Attention to detail

MS Office

Education

Bachelor's degree or comparable experience

Tools

Microsoft Office

Job description

Career Team in North Central Texas is seeking a Customer Experience Coordinator to serve as the primary contact for customer concerns related to Workforce Solutions programs. You will ensure timely, policy-compliant resolution and deliver exceptional service.

Responsibilities include handling complaints, guiding inquiries, coordinating informal resolution, maintaining records, and collaborating with staff and partners to improve the customer experience; travel up to 25%.