Customer Experience Coordinator

Career Team is a leading workforce development organization on a mission to transform lives.  We blend cutting-edge technology with compassionate, high-touch services to drive real, measurable outcomes in the lives of job seekers across the country.  At Career Team, we’re solving today’s unemployment challenges with smart software, world-class trainers, dedicated case managers, dynamic job developers, and innovative partners. If you're passionate about making a difference and believe in the power of technology to transform lives, you’ll feel right at home here.

Job title: Customer Experience Coordinator

Reports To: Operations Manager for Centers

Location: North Central Texas

Employment Type: Full-Time, Non-Exempt Employee

The Customer Experience Coordinator serves as the primary point of contact for customer concerns, complaints, and program inquiries related to Workforce Solutions for North Central Texas (WSNCT) programs and services, including Workforce programs. This position ensures timely, accurate, and policy-compliant resolution of customer issues while delivering exceptional customer service. The Coordinator administers complaint resolution processes, facilitates informal resolution efforts, conducts complaint reviews, interprets workforce program policies and procedures, and collaborates with internal teams and workforce service providers/partners to improve the overall customer experience.

Key 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.

Preferred Additional Responsibility
● Serve as the Board's designated Customer Experience and Complaint Resolution Coordinator, providing oversight of complaint management processes and ensuring compliance with Workforce Innovation and Opportunity Act (WIOA), Texas Administrative Code Chapter 823, Texas Workforce Commission guidance, and Workforce Solutions for North Central Texas policies.

Qualifications
● Bachelors degree required 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
● Knowledgeable about the WIOA and Choices/SNAP programs and other workforce program requirements
● A demonstrated ability to thrive in a fast-paced environment while remaining flexible, proactive, resourceful, and efficient in maintaining a high level of confidentiality
● Must adhere to the principles of Extreme Customer Service with all interactions with internal and external customers
● Excellent verbal and written communication skills
● A Valid Driver’s License

Benefits
● Medical Benefits
● Dental Benefits
● Vision Benefits
● Life Insurance
● Short & Long Term Disability Benefits
● 401k (90 days after employment)
● Paid Time Off (PTO)
● Paid Holidays

Salary range: $62,000-$72,000 based on experience

Travel: 25% within and outside the designated worksite

About Career Team:
Founded in 1996, Career Team, LLC is a private workforce development organization.

Career Team’s outstanding record of building the modern infrastructure powering America's workforce has resulted in numerous honors:

• Named by Inc. Magazine as one of America's 500 fastest growing privately held companies
• Recipient of the US Chamber of Commerce Blue Chip Enterprise Award for innovation
• Featured by 60 Minutes, CNN, Money Magazine, Inc. Magazine and the British Broadcasting Network as an innovative, government funded solutions program
• Invited to the White House after being cited by the National Welfare-to-Work Partnership and National Alliance of Business as a top 10 US training provider

As a socially conscious organization, Career Team has found a healthy balance between for-profit innovation and community enrichment. Looking ahead, the organization will continue to close the nation’s opportunity divide with additional government-funded workforce sites; while also building staff capacity of workforce funding sources and industry providers. See www.careerteam.com for more information.

Career Team is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Background Check Requirements. Employment is contingent upon successful completion of a background check (including criminal, prior employment and education verification). Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current employees who apply for the position.

California Consumer Privacy Act ("CCPA").  Career Team is committed to complying with the CCPA and all data privacy and laws in the jurisdictions in which it recruits and hires employees. Career Team collects and uses Personal Information for human resources, employment, benefits administration, health and safety, and business-related purposes and to be in legal compliance. Below are the categories of Personal Information we collect and the purposes for which we intend to use this information:

Identifying information, such as your full name, gender, date of birth, and signature; Demographic data, such as race, ethnic origin, marital status, disability, and veteran or military status; Contact information, such as your home address, telephone numbers, email addresses, and emergency contact information; Dependent's or other individual's information, such as their full name, address, date of birth, and Social Security numbers (SSN); National identifiers, such as SSN, passport and visa information, and immigration status and documentation; Educational and professional background, such as your work history, academic and professional qualifications, educational records, references, and interview notes; Employment details, such as your job title, position, hire dates, compensation, performance and disciplinary records, and vacation and sick leave records; Financial information, such as banking details, tax information, payroll information, and withholdings; Health and Safety information, such as health conditions (if relevant to your employment), job restrictions, workplace illness and injury information, and health insurance policy information; Information Systems (IS) information, such as your search history, browsing history, login information, and IP addresses on the Company's information systems and networks; Biometric information, such as facial recognition, fingerprints, iris or retina scans, keystroke, or other physical patterns; and Geolocation data, such as time and physical location related to use of an internet website, application, device, or physical access to a Company office location.

The Company collects Personal Information to use or disclose as appropriate to:

(1) Comply with all applicable laws and regulations; (2) Recruit and evaluate job applicants and candidates for employment; (3) Conduct background checks; (4) Manage your employment relationship with us, including for: (a) onboarding processes; (b) timekeeping, payroll, and expense report administration; (c) employee benefits administration; (d) employee training and development requirements; (d) the creation, maintenance, and security of your online employee accounts; (e) reaching your emergency contacts when needed, such as when you are not reachable or are injured or ill; (f) workers' compensation claims management; (g) employee job performance, including goals and performance reviews, promotions, discipline, and termination; and (h) other human resources purposes; (5) Manage and monitor employee access to company facilities, equipment, and systems; (6) Conduct internal audits and workplace investigations; (7) Investigate and enforce compliance with and potential breaches of Company policies and procedures; (8) Engage in corporate transactions requiring review of employee records, such as for evaluating potential mergers and acquisitions of the Company; (9) Maintain commercial insurance policies and coverages, including for workers' compensation and other liability insurance; (10) Perform workforce analytics, data analytics, and benchmarking; (11) Administer and maintain the Company's operations, including for safety purposes; (12) For client marketing purposes; (13) Exercise or defend the legal rights of the Company and its employees, and affiliates, customers, contractors, and agents; and (14) to comply with requirements of government grants, including, but not limited to, program and audit requirements.