Customer Experience Associate | County Services & Support

Manatee County Government, Work That Matters; Bradenton (FL); On-site; USD 24,000 - 30,000; Full time

Benefits offered by this job

Premium Pay Differentials/Career Ladds

Wellbeing Benefits

Health/Dental/Vision Insurance

Job summary

Manatee County Government is seeking a Customer Experience Specialist to serve residents, businesses, and visitors across phone, email, chat, and in‑person interactions from our Bradenton office. You will resolve inquiries, process service requests, and guide customers to the right resources using CRM systems and county portals.

This entry‑level role emphasizes strong communication, teamwork, and problem solving in a fast‑paced environment, with a starting hourly range of $17.36–$21.70 and full

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.
• Bilingual (English/Spanish) preferred.

Responsibilities

• 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.

Skills

Communication skills

Active listening

Problem solving

Customer focus

Teamwork

Technical proficiency

Adaptability

Decision making

Education

High school diploma or equivalent

Tools

CRM software

UMAX

Accela

Microsoft Office

Job description

Manatee County Government is seeking a Customer Experience Specialist to serve residents, businesses, and visitors across phone, email, chat, and in‑person interactions from our Bradenton office. You will resolve inquiries, process service requests, and guide customers to the right resources using CRM systems and county portals.

This entry‑level role emphasizes strong communication, teamwork, and problem solving in a fast‑paced environment, with a starting hourly range of $17.36–$21.70 and full