Project Coordinator/ Customer Experience Coordinator, Non-statutory

Standard Duties

Duties Description

Role

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:

• Strategy Development:
• 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.
• Operational Excellence:
• 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.
• Customer Focus:
• 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.
• Technology and Innovation:
• 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.
  
  

Minimum Qualifications

Minimum Qualifications

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.

Preferred Qualifications

• 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.
  
  

Additional Comments

If you are a current NYS employee and have questions regarding salary, please contact the Business Services Center (BSC): 518-457-4272, BSCHR@ogs.ny.gov.

We Offer a Comprehensive Benefits Package, Including

• 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
  
  

Our mission is to provide outstanding services to our customers—the workers and business that call New York home. We help New Yorkers find careers they will love. We build and support New York’s businesses. We empower and protect New York’s workers. To learn more about our mission and the exciting work of the DOL, please visit: https://dol.ny.gov/about-us

DOL is committed to fostering employee engagement and work-life balance. We offer telecommuting (up to 40%) and alternative work schedules to eligible employees. Our exciting training and development opportunities, including Coursera and our formal Employee Recognition Program allow us to develop, recognize, and celebrate our workforce.

Please note that specific benefits and programs may vary based on negotiating unit, current contract, length of State service, and program area.