Customer Experience Specialist

Customer Experience Specialist (CES)

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.
Working Conditions Indoor/Office environment; high noise environment while performing certain responsibilities. Lifting equipment up to 25 lbs. alone; up to 75 lbs. with assistance. Ability to remain in a stationary position for extended periods.
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.
More

Bilingual (English/Spanish) preferred.
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.
Veterans Preference

In accordance with Florida Statute 295.07, F.S., Chapter 55A-7, priority consideration in employment will be given to eligible veterans and spouses of disabled veterans. Applicants claiming preference must provide a DD Form 214 or other acceptable documentation with their application. We are committed to honoring the service and sacrifices of our veterans and their families.
EEO/ADA Statement

Manatee County Government is an equal opportunity employer and is committed to providing reasonable accommodations to individuals with disabilities. If you require any accommodations to participate in the recruitment process, please contact Human Resources at 941-748-4501 x 3865.
Drug-Free Workplace
Manatee County Government is a drug-free workplace in accordance with Federal and Florida Law.
Emergency Response/Recovery Activities
All employees may be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location, and work schedule to fit the needs of the County and its citizens.
Benefits

Full Time Positions Employee Assistance Program (EAP):

ComPsych offers all employees and their family members with emotional, financial, legal, and work/life balance support. LAMP counselors available for personal support including emotional, substance abuse, marital, and financial issues. Five (5) free visits annually for employees and covered family members.
Wellbeing Benefits:

Wellness/Health Coaches (5 Free per year), On-site Fitness Centers for you and your dependents with 24/7 access, Personal Training (5 Free per year), Pharmacy Technician, Group Fitness Classes, Musculoskeletal Physical Therapy Management, Diabetes Care Program, Registered Dietician (5 Free per year), Massages with licensed therapist (small copay)
Miscellaneous Benefits:

Workers' Compensation, Training/Seminars, Premium Pay Differentials/Career Ladders, Government employee discounts at many retailers and attractions, Access to Manatee County Library Services (books, digital services, tools, museum passes).
Paid Time Off:

12 Paid Holidays including New Year's Day, Thanksgiving, and Christmas. Three (3) Personal Holidays, Personal Sick Leave, Family Sick Leave, Sick Leave Bank (Donated Hours), Professional Medical Appointment Leave, Bereavement Leave, Military Leave, Military Training Leave, FMLA. Vacation Days 0-5 16.25 days, 6-10 19.50 days, 11+ 22.75 days. Eligible employees may earn an additional 2 days of vacation through participation in the Manatee Thrives program.
Insurance:

Award-winning Health Plan with deductibles as low as $0. Dental Insurance, Vision Insurance, Prescription Insurance, Life Insurance (6 times salary at low cost), Long-term and Short-term Disability Insurance.
Retirement:

Florida Retirement System (FRS) with Pension Plan and Investment Plan options. 457b Tax Deferred and ROTH account options through Voya. FRS Webinars. Free financial guidance with licensed, non-commissioned financial planner.
Career Wellness:

Professional Leadership Programs, Instructor-Led and eLearning Training, Premium Pay Differentials/Career Ladders, Career Counseling, Toastmasters, Networking Membership (Manatee Chamber of Commerce, Lakewood Ranch Business Alliance), Employee Recognition Programs with monetary and time-off awards.
Education Benefits:

Tuition Reimbursement eligible after six (6) months of Public Service, including GED reimbursement. Continuing Education support through Training/Seminars and Premium Pay Differentials/Career Ladder. Public Service Loan Forgiveness (PSLF).
Flexible Spending Account:

Options for Health Care and Dependent Care Spending Accounts providing pre-tax savings.
Permanent Part Time - Benefits
Employee Assistance Program (EAP):

ComPsych offers all employees and their family members with emotional, financial, legal, and work/life balance support. LAMP counselors available for personal support including emotional, substance abuse, marital, and financial issues.
Miscellaneous Benefits:

Workers' Compensation, Training/Seminars, Fitness Center Access for employee only, FRS options, Premium Pay Differentials/Career Ladders, Government employee discounts at many retailers and attractions, Access to Manatee County Library Services (books, digital services, tools, museum passes).
Paid Time Off:

12 Paid Holidays including New Year's Day, Thanksgiving, and Christmas. Three (3) Personal Holidays. Paid Time Off and Leaves of Absence are based on an 8 hrs./day 80/hrs. per pay-period basis, any work schedule less that this will be earned on a pro-rated basis.