Customer Experience Specialist

At zTrip, providing outstanding service is more than a goal. It's part of who we are. As one of the nation's leading transportation providers, we are committed to creating positive experiences for every passenger, driver, and community member we serve.

We are looking for a friendly, professional, and customer-focused Customer Experience Specialist to join our team. In this role, you'll be the voice of zTrip, assisting customers, supporting drivers, and helping ensure every interaction is handled with care, accuracy, and professionalism.

If you enjoy helping people, solving problems, and creating positive experiences, this is an opportunity to build a rewarding career with a company that values service excellence.

Friday through Monday10:00 AM - 8:00 PM8-10 Hour Shifts

• Competitive Hourly Pay
• Medical, Dental, Vision, and Life Insurance
• Paid Time Off (PTO)
• Paid Holidays
• 401(k) with Company Match
• Paid Training
• Career Advancement Opportunities
• Employee Recognition Programs
• Supportive Team Environment
• Stable Employment with a Growing Organization

As a Customer Experience Specialist, you will serve as a key point of contact for customers, drivers, and internal teams. Your primary responsibility will be to provide exceptional support, answer questions, resolve concerns, and ensure a positive experience throughout every customer interaction.

This role requires strong communication skills, attention to detail, patience, and a genuine commitment to helping people.

• Respond to incoming customer inquiries via phone, email, and company communication platforms.
• Assist customers with transportation requests, service information, account questions, and trip-related concerns.
• Provide accurate information regarding services, policies, and procedures.
• Deliver professional, friendly, and efficient customer service.
• Create positive experiences that build customer trust and loyalty.

• Investigate and resolve customer concerns in a timely manner.
• Listen actively and identify effective solutions.
• Handle difficult situations with professionalism and empathy.
• Escalate complex issues when necessary.
• Follow up to ensure customer concerns have been successfully resolved.
• Work to turn service challenges into positive outcomes.

• Communicate important information between customers, drivers, dispatch, and operations teams.
• Assist drivers with service-related questions and customer concerns.
• Coordinate with internal departments to promote efficient service delivery.
• Support daily operational needs through effective communication and teamwork.
• Help maintain strong relationships across the organization.

• Accurately document customer interactions and resolutions.
• Update customer records and account information within company systems.
• Maintain detailed notes regarding service issues and follow-up actions.
• Assist with reports, administrative tasks, and customer service tracking.
• Ensure customer information remains accurate and confidential.

• Identify recurring customer concerns and service trends.
• Share feedback and recommendations with leadership.
• Support initiatives designed to improve customer satisfaction.
• Contribute ideas that enhance service quality and operational efficiency.
• Help maintain high standards of professionalism and customer care.

• Previous experience in customer service, hospitality, call center operations, transportation, retail, dispatch,…