New Services Specialist

Manatee County Government, Work That Matters; Bradenton (FL); Vor Ort; USD 34.000 - 52.000; Vollzeit

Benefits dieser Stelle

Premium Pay Differentials

Career Ladders

Government employee discounts

Access to Manatee County Library

Employee Assistance Program

Flexible Benefits

Zusammenfassung

Manatee County Government is seeking a Customer Experience Specialist to be the primary contact for residents, businesses, and visitors. You will deliver centralized support across phone, email, chat, and in-person channels, resolve inquiries, and guide customers through available resources to ensure consistent service.

The role supports Utilities and Public Works, uses CRM/UMAX/Accela, and requires strong communication and problem-solving in a fast-paced environment.

Qualifikationen

• Two (2) years of customer service experience, preferably in a government or utility setting.
• Ability to work across multiple service channels (phone, email, chat, in-person).
• Proficiency with Microsoft Office Suite and learning new software quickly.

Aufgaben

• 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 multiple departments.
• Educates customers on self-service options and digital tools.

Kenntnisse

Customer service

Communication

Active listening

Problem solving

Multichannel support

CRM systems

Ausbildung

High school diploma or equivalent

Tools

CRM

UMAX

Accela

Jobbeschreibung

Premium Pay Differentials/Career Ladders

General Information

Work Location: 3647 Cortez Road W Bradenton, Fl 34210

Work Hours: 8:00am - 5:00pm

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.

Job Description

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.

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.

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.

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.

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)
• Personal Training (5 Free per year)
• Pharmacy Technician
• Musculoskeletal Physical Therapy Management
• 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 Award

Applies to employees regularly scheduled to work 8 hours per day/40 hours per week.

Years of Service 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

• 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
• 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

VERY IMPORTANT - When answering supplemental questions about experience, education or certification, please be sure the information is reflected in the Education, Work Experience and Certificates and Licenses sections of your application.

Must include Monthly Salary, Name of Employer, Location, Phone Number and Duties for each employer in Work Experience.

Note: "See Resume" is not acceptable.

Identify all gaps not related to medical reasons.

• I acknowledge the above statement

01

02

Which level of education have you achieved?

• No high school equivalency
• High school graduate/equivalent
• Associates degree
• Bachelors degree
• Masters degree

03

How many years of customer service experience do you have?

• None
• 1 year
• 2 years
• 3+ years

04

Do you have experience reviewing utility service requests, permits, or construction documents for accuracy and compliance with established standards or procedures?

• Yes
• No

05

Are you familiar with processing customer accounts or service orders in a utility, government, or similar customer service environment?

• Yes
• No

06

Are you able to coordinate with multiple internal departments, contractors, and municipalities to resolve issues and ensure service requirements are met?

• Yes
• No

07

This role requires strong communication and coordination with customers, contractors, inspectors, and multiple County departments. Describe how you manage high volume communication while ensuring accuracy and timely follow through?

08

What previous roles have you held that you believe qualify you for this position?

• Required Question