Client Experience Coordinator

About TransWest: We move people. We help them get to work, school, or play. From A to B, and everything in between. By shuttle, bus, charter or valet, we find creative ways to move people, business, and communities forward. We partner with some of the world's leading companies to create personalized transportation systems and hospitality experiences. We go above and beyond to remove stress in all interactions and make things a little easier for all we serve. 

The Client Experience Coordinator supports the Microsoft transportation program by managing rider feedback, coordinating clear communications, and partnering with internal teams and the client to resolve issues and improve the overall rider experience. This role requires strong customer service, attention to detail, and the ability to turn feedback and program updates into timely, professional communication for riders, drivers, and client stakeholders. 

Compensation:   

• $85,000-93,000/ year
• Annual performance bonus based on company and individual goals 

Benefits:  

• Medical, Dental, Vision & Life Insurance 
• 401(k) Retirement Plan with Company Match 
• Paid Time Off (PTO) accrues in accordance with company policy and may be used for vacation, personal, or sick time. Team Members are eligible to accrue up to 80 hours (10 days) of PTO 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 

Responsibilities: 

• Support client with locations in WA and CA by responding to rider feedback received across multiple platforms within 48 hours, providing relevant information and resolution details.  

• Investigate rider feedback using 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 on relevant program updates and topics.  

• Track feedback trends and offer recommendations for program improvement for both programs 

• Perform other duties as assigned. 

Requirements: 

• Bachelor's degree in Communications, Business Administration or equivalent 
• 3+ years of digital customer service experience 
• 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 
• Experience working in the transportation industry preferred 
• Enjoy people and excel at customer service 
• Able to communicate proficiently in English 

TransWest Culture: Come join our close-knit team. We enjoy having summer BBQ’s, holiday parties, games, contests and so much more at our bus yards and in the office. 

Our Commitment to Diversity, Equity, Inclusion, and Belonging: At TransWest, we pride ourselves on building a diverse workforce and collaborative spaces where people of different lived experiences, backgrounds, abilities, and identities can thrive. Everyone on the team at TransWest emphasizes and practices our core values every day that are based on continued growth, reliability, safety, caring for our work, clients, and each other. Our commitment to diversity, equity, and inclusion is an evolving area where we will continue to listen and learn from our team members, business partners, community partners, and thought leaders to optimize our impact.