Government Services Customer Experience Specialist

Mymanatee; Bradenton (FL); On-site; USD 36,000 - 56,000; Full time

Job summary

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

Qualifications

• High school diploma or equivalent required.
• Two years of customer service experience, preferably in a government or utility setting.
• 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

Customer service

Communication

Active listening

Problem solving

Collaboration

Adaptability

Education

High school diploma or equivalent

Tools

CRM systems

Microsoft Office

Job description

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