Client Experience Coordinator

TransWest Mobility • Redmond, WA

4d

About The Position

The Client Experience Coordinator supports TransWest’s Microsoft transportation program by managing rider feedback, coordinating clear communications, and partnering with internal teams and the client to resolve issues and improve the rider experience. The role 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.

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 for client locations in Washington and California within 48 hours, providing relevant information and resolution details.
• Investigate rider feedback through cross-functional partnerships, 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 program improvement.
• Perform other duties as assigned.

Benefits

• Medical, dental, vision, and life insurance.
• 401(k) retirement plan with company match.
• Paid time off accrues according to company policy, up to 80 hours (10 days) annually, 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
• Career Level: Mid Level