Customer Experience Coordinator

The posting, as Career Team wrote it

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 communicat

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al 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.