Customer Experience Specialist I - Tier 2

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

Job summary

Manatee County Government in Bradenton seeks a Customer Experience Specialist to serve as the primary contact for residents, businesses, and visitors across phone, email, chat and in-person channels. This role processes service requests and work orders, assists with Utilities accounts, educates customers on self-service options, and ensures consistent and efficient service delivery.

Requires a high school diploma and at least two years of customer service experience; bilingual English/Spanish is

Qualifications

• High school diploma or equivalent required.
• Two (2) years of customer service experience, preferably in a government or utility setting.
• Bilingual (English/Spanish) preferred.

Responsibilities

• Responds to inquiries regarding County services 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

Customer service

Bilingual English/Spanish

CRM systems

Microsoft Office

Education

High school diploma

Tools

CRM

UMAX

Accela

Microsoft Office Suite

Job description

Work Location:3647 Cortez Road West, Bradenton, Florida 34210

Work Hours: Monday - Friday, 8:00am - 5:00pm

Expected Starting Hourly Range: $17.36 - $21.70

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 channels—including 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

These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.

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.

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.