Project Coordinator/ Customer Experience Coordinator, Non-statutory

Labor, Department Of-posted 9 months ago
$43 - $43/Yr
Full-time • Entry Level
Remote • Albany, NY
Executive, Legislative, and Other General Government Support
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The Customer Experience Coordinator will play a pivotal role in shaping the customer experience for the New York State Department of Labor by developing and executing innovative strategies to elevate service quality, foster customer loyalty, and streamline interactions across all touch points. Based in our Albany office, this position will drive daily operations while actively identifying and implementing improvements to ensure a seamless and positive experience for our customers. The role will comprise of the following, but not limited to, and may include additional miscellaneous projects as needed.

  • Work with internal staff to analyze customer feedback data to identify trends and pain points, formulating comprehensive customer service strategies to address them.
  • Develop and implement customer journey maps to optimize interactions across channels (phone, email, web, in-person).
  • Establish key performance indicators (KPIs) to measure customer satisfaction and track progress towards service goals.
  • Monitor daily customer service operations, ensuring prompt and efficient resolution of inquiries and complaints.
  • Monitor service levels and identify areas for improvement, implementing process changes to streamline operations.
  • Collaborate with cross-functional teams across the agency to ensure alignment on customer service goals and seamless integration of services.
  • Actively engage with customers to gather feedback through surveys, focus groups, and other methods to understand their needs and expectations.
  • Proactively identify and implement customer-centric initiatives to enhance the overall experience.
  • Address escalated customer issues effectively, ensuring timely resolution and customer satisfaction.
  • Evaluate and implement new customer service technologies and tools to improve efficiency and effectiveness.
  • Stay abreast of industry trends and best practices in customer experience management.
  • Bachelor's degree and two years of specialized experience or six years of specialized experience in a customer experience leadership role, preferably within a government or public sector environment.
  • Proven track record of successfully developing and implementing customer service strategies, leading to improved customer satisfaction metrics.
  • Strong analytical skills with the ability to interpret data and translate insights into actionable plans.
  • Excellent communication and interpersonal skills with a demonstrated ability to build rapport with diverse stakeholders.
  • Proficiency in CRM systems and customer service technology platforms.
  • Ability to initiate and maintain relationships across a diverse set of stakeholders.
  • 13 paid holidays, 5 personal days, and a minimum of 13 vacation days per year
  • Paid sick leave (CSEA and PEF employees- 13 days; M/C employees- 8 days plus free enrollment into the Income Protection Program for short-term and long-term disability coverage).
  • Choice of several affordable and competitive health insurance plans
  • Dental and vision insurance plans at no additional cost
  • Membership in the NYS Employee's Retirement System
  • NYS Deferred Compensation Investment Plan
  • Eligibility to apply for Public Service Loan Forgiveness (PSLF) (full-time employees)
  • Eligibility to apply for tuition reimbursement for qualifying employees and courses
  • Paid Parental Leave
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