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…