Bilingual Customer Experience Specialist – Public Services

Manatee County Government; Bradenton (FL); On-site; USD 32,000 - 46,000; Full time

Job summary

Manatee County Government is seeking a Customer Experience Specialist in Bradenton to serve as the primary contact for residents, businesses, and visitors seeking information or assistance with county services.

The CES will work across phone, email, chat, and in-person interactions to resolve inquiries, process service requests, and guide customers to resources, ensuring consistent service delivery across departments.

Qualifications

• High school diploma or equivalent required.
• Two years of customer service experience, preferably in a government or utility setting.
• Equivalent combinations of education, training, and experience may be considered.
• Bilingual (English/Spanish) preferred.

Responsibilities

• Respond to inquiries regarding County services with a focus on customer service.
• Process service requests and work orders in CRM and related systems.
• Provide Utilities account management services: creating accounts, processing payments, handling billing inquiries.
• Triages customer concerns and escalates complex issues to appropriate departments.
• Educate customers on self-service options, online portals, and digital tools.
• Document interactions and coordinate service delivery using CRM, UMAX, Accela, and other systems.
• Handle inbound calls, emails, chats, and walk-ins while meeting performance metrics.
• Support outbound communications regarding outages, billing notifications, and alerts.
• Maintain confidentiality of customer information and comply with laws and policies.
• Perform other duties including emergency or disaster response as required.

Skills

Customer service

Communication

Active listening

Problem solving

Technical proficiency

Microsoft Office

Bilingual

Collaboration

Education

High school diploma

Tools

CRM systems

UMAX

Accela

Microsoft Office Suite

Job description

Manatee County Government is seeking a Customer Experience Specialist in Bradenton to serve as the primary contact for residents, businesses, and visitors seeking information or assistance with county services.

The CES will work across phone, email, chat, and in-person interactions to resolve inquiries, process service requests, and guide customers to resources, ensuring consistent service delivery across departments.