Customer Experience Specialist I New Services

Customer Experience Specialist The Customer Experience Specialist (CES) serves as the primary point of contact for residents, businesses, and visitors seeking information or assistance with Manatee County Government services. As a member of the unified Customer Experience Division, the CES delivers centralized, high-quality support across multiple service channelsincluding phone, email, chat, and in-person interactions. This position plays a critical role in resolving inquiries, processing service requests, and guiding customers through available resources to ensure consistent and efficient service delivery across all departments. Essential Functions: Responds to inquiries regarding County services, programs, and policies with a focus on exceptional customer service. Processes service requests and work orders in CRM and related systems for Utilities, Public Works, and other County departments. Provides Utilities account management services, including establishing new accounts, processing payments, handling billing inquiries, and assisting with collections. Triages customer concerns and escalates complex issues to the appropriate departments or supervisors. Educates customers on self-service options, online portals, and digital tools. Uses multiple systems (CRM, UMAX, Accela, etc.) to document interactions, research records, and coordinate service delivery. Handles inbound calls, emails, chats, and walk-in customers while meeting performance metrics. Supports outbound communications regarding service outages, billing notifications, and community alerts. Maintains confidentiality of customer information and complies with applicable laws and policies. Performs other related duties as assigned, including participation in emergency or disaster response activities, as required and consistent with the employee's qualifications, essential job functions, and applicable federal and Florida law. Minimum Qualifications: High school diploma or equivalent required. Two (2) years of customer service experience, preferably in a government or utility setting. Equivalent combinations of education, training, and experience may be considered in meeting the minimum qualifications for this position. Bilingual (English/Spanish) preferred. Knowledge, Skills, and Abilities: Entry-level position focused on learning County systems and delivering consistent service. Frequent use of computer, telephone, and office equipment. Strong communication, active listening, and problem-solving skills. Proficiency in Microsoft Office Suite and ability to learn new software quickly. Ability to work effectively in a fast-paced, high-volume environment. Customer Focus. Communication & Collaboration. Problem Solving & Decision Making. Technical and System Proficiency. Adaptability & Continuous Improvement.

Created: 2026-03-04