Customer Experience Specialist

zTrip FTC; Fort Collins (CO); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Competitive Hourly Pay

Medical, Dental, Vision, and Life Ins.

Paid Time Off (PTO)

Paid Holidays

401(k) with Company Match

Paid Training

Career Advancement Opportunities

Employee Recognition Programs

Supportive Team Environment

Stable Employment with a Growing Org

Job summary

zTrip is hiring a Customer Experience Specialist to provide exceptional support, answer questions, and resolve concerns for customers and drivers. You will document interactions and help ensure a positive experience across all touchpoints.

Join a team that values service excellence, collaboration, and continuous improvement in a fast-paced transportation environment.

Qualifications

• Experience in customer service or call-center roles.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to stay calm in fast-paced environments.
• Good organizational skills and attention to detail.
• Experience with customer management systems is a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and platforms.
• Assist customers, drivers, and internal teams with information and support.
• Provide accurate service information and resolve concerns.
• Document interactions and maintain records accurately.
• Escalate complex issues as needed and follow up on resolutions.
• Support daily operations and promote service quality.

Skills

Customer service

Communication

Problem solving

Teamwork

Attention to detail

Multi-tasking

Job description

Customer Experience Specialist

Deliver Exceptional Service. Solve Problems. Make Every Interaction Meaningful.

At zTrip, providing outstanding service is more than a goal. It's part of who we are. As one of the nation's leading transportation providers, we are committed to creating positive experiences for every passenger, driver, and community member we serve.

We are looking for a friendly, professional, and customer-focused Customer Experience Specialist to join our team. In this role, you'll be the voice of zTrip, assisting customers, supporting drivers, and helping ensure every interaction is handled with care, accuracy, and professionalism.

If you enjoy helping people, solving problems, and creating positive experiences, this is an opportunity to build a rewarding career with a company that values service excellence.

Schedule

Friday through Monday10:00 AM - 8:00 PM8-10 Hour Shifts

Benefits & Perks

• Competitive Hourly Pay
• Medical, Dental, Vision, and Life Insurance
• Paid Time Off (PTO)
• Paid Holidays
• 401(k) with Company Match
• Paid Training
• Career Advancement Opportunities
• Employee Recognition Programs
• Supportive Team Environment
• Stable Employment with a Growing Organization

Position Overview

As a Customer Experience Specialist, you will serve as a key point of contact for customers, drivers, and internal teams. Your primary responsibility will be to provide exceptional support, answer questions, resolve concerns, and ensure a positive experience throughout every customer interaction.

This role requires strong communication skills, attention to detail, patience, and a genuine commitment to helping people.

Key Responsibilities of aCustomer Experience Specialist:

Customer Support & Service

• Respond to incoming customer inquiries via phone, email, and company communication platforms.
• Assist customers with transportation requests, service information, account questions, and trip-related concerns.
• Provide accurate information regarding services, policies, and procedures.
• Deliver professional, friendly, and efficient customer service.
• Create positive experiences that build customer trust and loyalty.

Problem Resolution

• Investigate and resolve customer concerns in a timely manner.
• Listen actively and identify effective solutions.
• Handle difficult situations with professionalism and empathy.
• Escalate complex issues when necessary.
• Follow up to ensure customer concerns have been successfully resolved.
• Work to turn service challenges into positive outcomes.

Driver & Team Support

• Communicate important information between customers, drivers, dispatch, and operations teams.
• Assist drivers with service-related questions and customer concerns.
• Coordinate with internal departments to promote efficient service delivery.
• Support daily operational needs through effective communication and teamwork.
• Help maintain strong relationships across the organization.

Documentation & Recordkeeping

• Accurately document customer interactions and resolutions.
• Update customer records and account information within company systems.
• Maintain detailed notes regarding service issues and follow-up actions.
• Assist with reports, administrative tasks, and customer service tracking.
• Ensure customer information remains accurate and confidential.

Service Quality & Continuous Improvement

• Identify recurring customer concerns and service trends.
• Share feedback and recommendations with leadership.
• Support initiatives designed to improve customer satisfaction.
• Contribute ideas that enhance service quality and operational efficiency.
• Help maintain high standards of professionalism and customer care.

Qualifications of aCustomer Experience Specialist:

Preferred Experience

• Previous experience in customer service, hospitality, call center operations, transportation, retail, dispatch, or a related field.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to remain calm and professional in fast-paced environments.
• Strong organizational skills and attention to detail.
• Experience working with computer systems, phone platforms, and customer management software.
• Ability to manage multiple tasks while maintaining accuracy.
• Reliable attendance and a strong work ethic.
• Positive, team-oriented attitude.

Core Competencies

• Customer Service Excellence
• Effective Communication
• Problem Solving
• Conflict Resolution
• Active Listening
• Time Management
• Attention to Detail
• Adaptability
• Professionalism
• Team Collaboration
• Organization
• Customer Relationship Building

What Success Looks Like as aCustomer Experience Specialist:

As a Customer Experience Specialist, you will:

• Provide exceptional service during every customer interaction.
• Resolve issues efficiently and professionally.
• Build positive relationships with customers and drivers.
• Accurately document customer communications.
• Support smooth and efficient daily operations.
• Maintain high customer satisfaction levels.
• Contribute to a positive and collaborative team environment.
• Represent the company with professionalism and integrity.

Why Join zTrip?

At zTrip, every interaction matters. As a Customer Experience Specialist, you'll have the opportunity to make a direct impact on customer satisfaction while supporting the transportation services people rely on every day.

This position is perfect for individuals who are passionate about helping others, providing outstanding service, and being part of a team dedicated to excellence. You'll gain valuable experience, enjoy opportunities for growth, and play an important role in the continued success of our organization.