Customer Experience Specialist

zTrip FTC

Fort Collins (CO)

On-site

USD 21,000 - 30,000

Full time

11 days ago

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Benefits offered by this job

Competitive Hourly Pay

Medical, Dental, Vision, and Life ins.

Paid Time Off (PTO) and Paid Holidays

401(k) with Company Match

Career Growth and Development

Job summary

zTrip, Fort Collins, CO, is hiring a Customer Experience Specialist to serve as the crucial link between passengers, drivers, and the operations team. You will resolve questions, provide trip information, and ensure smooth daily service in a fast-paced environment.

Role emphasizes attention to detail, professionalism, and a positive, team-oriented mindset. The company offers competitive hourly pay, benefits, PTO, and growth opportunities.

Qualifications

Several years of experience in customer service, call centers, hospitality, transportation, retail, or related field.
Excellent verbal and written communication skills.
Strong problem-solving, multitasking, and organizational abilities.
Ability to stay professional and efficient in a fast-paced environment.
Attention to detail and customer-focused mindset.
Experience with CRM systems, dispatch software, or transportation platforms is a plus.
Valid driver's license is required.

Responsibilities

Deliver exceptional service to passengers and drivers by assisting with transportation-related questions and requests.
Respond professionally to customer inquiries, concerns, and service issues.
Provide accurate information regarding trips, scheduling, account questions, and service updates.
Communicate clearly to ensure a positive customer experience.
Help customers navigate transportation services with confidence and ease.
Maintain a friendly, solution-oriented approach in every interaction.
Support drivers with trip-related information, updates, and service assistance.
Coordinate with dispatch and operations teams to ensure smooth daily service.
Document customer interactions, concerns, and resolutions accurately.
Facilitate communication between customers, drivers, and internal departments.

Skills

Customer service

Communication skills

Problem-solving

Multitasking

Organizational abilities

CRM systems experience

Tools

CRM systems

Dispatch systems

Transportation platforms

Job description

Customer Experience Specialist

Help Customers. Support Drivers. Create Exceptional Service Experiences.

Now Hiring: Customer Experience Specialist

zTrip | Fort Collins, CO

zTrip, North America's largest taxi transportation provider, operates more than 6,000 vehicles across multiple markets, delivering safe, reliable, and convenient transportation services every day. We are currently seeking a professional, customer-focused Customer Experience Specialist to join our team in Fort Collins.

In this role, you'll be a vital connection between our passengers, drivers, and operations team, ensuring every interaction is handled with care, professionalism, and efficiency. If you enjoy helping people, solving challenges, and providing outstanding service in a fast-paced environment, we'd love to hear from you.

Schedule: Friday through Monday Hours: 10:00 AM - 8:00 PM (8-10 hour shifts)

What You'll Do as a Customer Experience Specialist:

Customer Service & Support

Deliver exceptional service to passengers and drivers by assisting with transportation-related questions and requests.
Respond professionally to customer inquiries, concerns, and service issues.
Provide accurate information regarding trips, scheduling, account questions, and service updates.
Communicate clearly and effectively to ensure a positive customer experience.
Help customers navigate transportation services with confidence and ease.
Maintain a friendly, solution-oriented approach in every interaction.

Driver & Operations Coordination

Support drivers with trip-related information, operational updates, and service assistance.
Work closely with dispatch and operations teams to help ensure smooth daily service.
Document customer interactions, concerns, and resolutions accurately.
Facilitate communication between customers, drivers, and internal departments.
Assist with operational tasks that support service quality and customer satisfaction.
Ensure timely responses to both customer and driver needs.

Issue Resolution & Service Excellence

Resolve customer concerns quickly, professionally, and effectively.
Partner with internal teams to identify solutions and improve service outcomes.
Remain calm and responsive during high-volume periods and unexpected situations.
Escalate complex issues when necessary to ensure timely resolution.
Share customer feedback and recommendations to help improve overall service quality.
Contribute to continuous improvements that enhance both the customer and driver experience.

Qualifications of a Customer Experience Specialist:

Previous experience in customer service, call center operations, hospitality, transportation, retail, or a related field preferred.
Strong verbal and written communication skills.
Excellent problem-solving, multitasking, and organizational abilities.
Ability to remain professional and efficient in a fast-paced environment.
Strong attention to detail and commitment to customer satisfaction.
Experience with CRM systems, customer service software, dispatch systems, or transportation platforms is a plus.
Valid driver's license required.
Positive attitude and team-oriented mindset.
Reliable, professional, and customer-focused approach to work.

What We Offer