Customer Experience Specialist

Customer Experience Specialist

Help Customers. Support Drivers. Create Exceptional Service Experiences.

Now Hiring: Customer Experience Specialist

zTrip | Fort Collins, CO

zTrip, North America's largest taxi transportation provider, operates more than 6,000 vehicles across multiple markets, delivering safe, reliable, and convenient transportation services every day. We are currently seeking a professional, customer-focused Customer Experience Specialist to join our team in Fort Collins.

In this role, you'll be a vital connection between our passengers, drivers, and operations team, ensuring every interaction is handled with care, professionalism, and efficiency. If you enjoy helping people, solving challenges, and providing outstanding service in a fast-paced environment, we'd love to hear from you.

Schedule: Friday through Monday Hours: 10:00 AM - 8:00 PM (8-10 hour shifts)

What You'll Do as a Customer Experience Specialist:

Customer Service & Support

• Deliver exceptional service to passengers and drivers by assisting with transportation-related questions and requests.
• Respond professionally to customer inquiries, concerns, and service issues.
• Provide accurate information regarding trips, scheduling, account questions, and service updates.
• Communicate clearly and effectively to ensure a positive customer experience.
• Help customers navigate transportation services with confidence and ease.
• Maintain a friendly, solution-oriented approach in every interaction.

Driver & Operations Coordination

• Support drivers with trip-related information, operational updates, and service assistance.
• Work closely with dispatch and operations teams to help ensure smooth daily service.
• Document customer interactions, concerns, and resolutions accurately.
• Facilitate communication between customers, drivers, and internal departments.
• Assist with operational tasks that support service quality and customer satisfaction.
• Ensure timely responses to both customer and driver needs.

Issue Resolution & Service Excellence

• Resolve customer concerns quickly, professionally, and effectively.
• Partner with internal teams to identify solutions and improve service outcomes.
• Remain calm and responsive during high-volume periods and unexpected situations.
• Escalate complex issues when necessary to ensure timely resolution.
• Share customer feedback and recommendations to help improve overall service quality.
• Contribute to continuous improvements that enhance both the customer and driver experience.

Qualifications of a Customer Experience Specialist:

• Previous experience in customer service, call center operations, hospitality, transportation, retail, or a related field preferred.
• Strong verbal and written communication skills.
• Excellent problem-solving, multitasking, and organizational abilities.
• Ability to remain professional and efficient in a fast-paced environment.
• Strong attention to detail and commitment to customer satisfaction.
• Experience with CRM systems, customer service software, dispatch systems, or transportation platforms is a plus.
• Valid driver's license required.
• Positive attitude and team-oriented mindset.
• Reliable, professional, and customer-focused approach to work.

What We Offer

• Competitive Hourly Pay
• Medical, Dental, Vision, and Life Insurance
• Paid Time Off (PTO) and Paid Holidays
• 401(k) with Company Match
• Career Growth and Advancement Opportunities
• Supportive and Collaborative Team Environment
• Ongoing Training and Professional Development

Why Join zTrip?

• Become part of North America's largest taxi transportation network.
• Help connect customers with safe, dependable transportation solutions.
• Work with a team dedicated to delivering exceptional customer service.
• Gain valuable experience in the transportation and mobility industry.
• Make a direct impact on customer satisfaction and operational success.
• Build a rewarding career with a growing and innovative organization.

Apply Today

If you're passionate about helping people, providing outstanding service, and creating positive customer experiences, we encourage you to apply today. Join zTrip as a Customer Experience Specialist and play an important role in delivering the reliable, customer-focused transportation service our passengers and drivers count on every day.