Client Experience Coordinator

TransWest Mobility • Redmond, WA

12d

About The Position

The Client Experience Coordinator supports TransWest’s Microsoft transportation program by managing rider feedback, coordinating clear communications, and working with internal teams and the client to resolve issues and improve the rider experience. The position serves client locations in Washington and California and requires strong customer service, attention to detail, and the ability to turn feedback and program updates into timely, professional communications for riders, drivers, and client stakeholders.

Compensation is fixed at $80,168 per year, with an annual performance bonus based on company and individual goals. TransWest describes a close-knit team culture with activities such as summer barbecues, holiday parties, games, and contests. The company also states its commitment to a diverse, collaborative workplace where people with different backgrounds, abilities, and identities can thrive.

Requirements

• Bachelor’s degree in Communications, Business Administration, or equivalent.
• At least 3 years of digital customer service experience.
• At least 2 years of experience working with ServiceNow or similar ticketing systems.
• Demonstrated experience using Microsoft Outlook to manage professional email communication.
• Excellent written and verbal communication skills.
• Enjoys working with people and excels at customer service.
• Able to communicate proficiently in English.

Nice To Haves

• Experience working in the transportation industry.

Responsibilities

• Respond to rider feedback received across multiple platforms within 48 hours, providing relevant information and resolution details.
• Investigate rider feedback by partnering across functions and using data and technology to identify root causes and support resolution.
• Partner with the client to develop and coordinate rider communications and signage.
• Support the development of client presentations, business reviews, and proposals.
• Develop and coordinate driver communications about relevant program updates and topics.
• Track feedback trends and offer recommendations for improving both programs.
• Perform other duties as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401(k) retirement plan with company match
• Paid time off (PTO), accruing up to 80 hours (10 days) annually for eligible team members, with increased accrual opportunities based on years of service
• One paid personal day annually: 8 hours for full-time team members and 4 hours for part-time team members
• Holiday pay for seven company-observed holidays annually
• Annual performance bonus based on company and individual goals

What This Job Offers

• Job Type: Full-time