Customer Experience Coordinator

About the role

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 programs and services. This role ensures timely, accurate, and policy‑compliant resolution while delivering exceptional service.

Key responsibilities

• Receive, track, investigate, and resolve customer complaints and escalated service issues.
• Serve as the initial contact for inquiries about workforce programs, eligibility, services, and policies.
• Coordinate informal complaint resolution activities, including meetings, case reviews, and written explanations.
• Conduct investigations, research applicable regulations (WIOA, Texas Workforce Commission), and prepare written findings.
• Maintain complete records of complaints, investigations, actions taken, and customer communications.
• Ensure accessibility of complaint processes for individuals with disabilities and limited English proficiency.
• Collaborate with center staff, service providers, contractors, and board staff to achieve prompt, equitable resolutions.
• Analyze complaint trends to identify service gaps and drive continuous improvement.
• Develop and maintain complaint tracking systems, SOPs, and training materials.
• Prepare reports and dashboards summarizing activity, outcomes, and customer satisfaction metrics.

Required profile

• Bachelor’s degree or comparable experience.
• Strong listening, judgment, and problem‑solving abilities.
• Ability to work with a culturally diverse customer base.
• Excellent interpersonal, time‑management, organizational, and communication skills.
• Knowledge of WIOA, Choices/SNAP, and other workforce program requirements.
• Valid driver’s license.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook

What we offer

• Medical, dental, and vision benefits
• Life insurance and short/long‑term disability
• 401(k) plan (eligible after 90 days)
• Paid time off and paid holidays
• Salary range $62,000‑$72,000 based on experience
• Travel up to 25% within and outside the designated worksite