New Services Specialist

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

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.

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.