Customer Experience Lead, Workforce Solutions Programs

Career Team; 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 be the primary contact for concerns and program inquiries related to Workforce Solutions. You will ensure timely, accurate, and policy-compliant resolution while delivering exceptional service to job seekers and employers.

Responsibilities include managing complaints, coordinating informal resolution, interpreting program policies, and collaborating with staff and partners to improve the customer experience.

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.
• Excellent interpersonal, time management, customer service, organizational skills, and communication skills, both oral and written required.

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.
• Coordinate and facilitate informal complaint resolution activities, which may include meetings with staff or supervisors, case reviews, interviews, conference calls, and written explanations of applicable regulations and policies.
• Conduct complaint investigations and research applicable federal, state, local, and program-specific regulations, including WIOA and Texas Workforce Commission requirements.
• Prepare written findings, determinations, and correspondence that provide clear direction regarding complaint outcomes and resolution actions.
• Monitor and support adherence to complaint resolution timelines, including the requirement to issue decisions within established policy deadlines.
• Maintain complete and accurate records of complaints, investigations, actions taken, resolutions, and customer communications.
• Ensure all complaint and inquiry processes are accessible and effectively communicated to individuals with disabilities and those with Limited English Proficiency (LEP).
• Collaborate with Workforce Center staff, service providers, contractors, and board staff to facilitate prompt and equitable resolution of customer concerns.
• Assist designated adjudicators and leadership by gathering information, documenting actions taken, and maintaining complaint records while ensuring impartiality and avoiding conflicts of interest in complaint reviews.
• Analyze complaint and inquiry trends to identify recurring issues, service gaps, compliance concerns, and opportunities for continuous improvement.
• Develop and maintain customer service procedures, complaint tracking systems, standard operating procedures, and training materials.
• Prepare reports and dashboards summarizing complaint activity, resolution outcomes, customer satisfaction data, and customer experience metrics.
• Provide technical assistance and customer service training, guidance to staff regarding complaint management procedures, customer service standards, and policy interpretation.
• Promote a customer-focused culture that advances trust, inclusion, accountability, and continuous improvement across Workforce Solutions services.
• Collaborate with the Marketing Specialist to track, monitor, and report customer and employer satisfaction survey reports and 90% customer satisfaction rating is present across all centers.
• Participate in all staff-related events as required, including but not limited to training, staff meetings, and individual supervision.
• Complete all required reports.
• Approach each day and task with a “ZAG” mindset.
• Other duties as assigned by your immediate supervisor, which are consistent with the responsibilities of your position and the evolving needs of the business.

Skills

Customer service

Communication

Listening skills

Problem solving

MS Office

Data entry

Education

Bachelor's degree or comparable experience

Tools

MS Word

MS Excel

MS Outlook

Job description

Career Team in North Central Texas is seeking a Customer Experience Coordinator to be the primary contact for concerns and program inquiries related to Workforce Solutions. You will ensure timely, accurate, and policy-compliant resolution while delivering exceptional service to job seekers and employers.

Responsibilities include managing complaints, coordinating informal resolution, interpreting program policies, and collaborating with staff and partners to improve the customer experience.