Resident Experience Specialist

City-of-Carrollto; Carrollton (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

City of Carrollton is seeking a Resident Experience Specialist to deliver high-quality, resident-focused service across multiple channels. You will resolve inquiries with empathy, document all interactions, and support several city departments including Solid Waste, Engineering, and Public Works.

The role blends frontline communication with problem-solving in a fast-paced municipal environment. The position emphasizes one-call resolution where possible, collaboration with other departments, and

Qualifications

• High School Diploma or GED required.
• At least 1 year of progressively responsible customer service experience in a high-volume environment.
• Strong written and verbal communication skills and ability to handle sensitive issues.
• Ability to work across multiple channels including phone, email, chat, and in-person.
• Knowledge of city services and department policies.

Responsibilities

• Responds to resident inquiries via multiple channels aiming for one-call resolution.
• Supports service delivery across City departments in six core partner areas.
• Clearly communicates City policies, ordinances, and procedures.
• Investigates and researches issues using databases and records.
• Documents interactions in CRM and related systems; dispatches field crews as needed.
• Engages with digital tools and provides updates to residents.
• May assist lobby reception and City Hall visitor support.

Skills

Customer service

CRM systems

Written & verbal communication

Empathy

Multi-channel support

Critical thinking

Education

High School Diploma/GED

Tools

CRM software

Work order systems

Chat platforms

Job description

JOB TITLE: Resident Experience Specialist

DEPARTMENT/DIVISION: Customer Services

REPORTS TO: Customer Service Manager

SUMMARY

Provides professional, high-quality service to residents across multiple communication channels. Uses a solution-focused approach to resolve requests with empathy and accuracy, aiming for one-call resolution whenever possible. Serves as a knowledgeable resource for core partner departments while ensuring a positive and professional resident experience.

ESSENTIAL JOB FUNCTIONS

• Responds to resident inquiries via phone, email, chat, app, and in-person channels using a solution-focused approach. Gathers details, clarifies needs, and works toward one-call resolution without unnecessary hand-offs.
• Supports service delivery across all City departments, with primary expertise in six core partner areas: Solid Waste, Engineering, Environmental Services, Utility Customer Service, Municipal Court, and Public Works.
• Clearly communicates City policies, ordinances, and procedures to help residents understand next steps and ensure compliance where applicable.
• Supports residents with empathy and professionalism, including those in emotionally charged or complex situations.
• Investigates and researches issues using multiple databases, real-time data, and historical case records.
• Verifies payment status using authorized systems to support service restoration and responds to related questions from residents.
• Creates and manages service requests; dispatches field crews for urgent or scheduled needs.
• Accurately documents all interactions, resolutions, and service activity in CRM and related systems.
• Makes outbound calls to provide updates, gather follow-up information, or close the loop on service requests.
• Engages with digital tools including mobile apps and chat messaging platforms as part of daily workflows.
• May assist with lobby reception and City Hall visitor support as needed.
• Performs other duties as assigned

SUPERVISORY/BUDGET RESPONSIBILITIES

• None.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of customer service operations and resident-facing service delivery across multiple channels;
• Knowledge of City services, procedures, and department-specific policies;
• Skilled in handling emotionally sensitive or complex resident issues with empathy and professionalism;
• Skilled in written and verbal communication;
• Skilled in using multiple software systems including CRM, work order systems, and chat platforms;
• Ability to interpret and clearly communicate ordinances and policies to residents;
• Ability to investigate and resolve resident concerns using critical thinking;
• Ability to maintain professionalism and adapt in a high-volume or rapidly changing environment

MINIMUM QUALIFICATIONS

• High School Diploma or G.E.D.
• One year of progressively responsible customer service experience in a high volume customer service environment.

PREFERENCES

• Three (3) years of progressively responsible customer service experience in a high-volume or complex environment.
• Strong problem-solving and communication skills, with a commitment to accuracy and resident experience.
• Municipal, utility, or court customer service experience.
• Customer service certification (ICMI, HDI-CSR, or equivalent).
• Bilingual in English/Spanish or English/Korean.

WORKING CONDITIONS

• Frequent sitting, standing, reaching, talking, hearing, and manual dexterity
• Occasional lifting and carrying up to 10 pounds.
• Work is typically performed in a standard office or desk-based environment.

CONDITIONS OF EMPLOYMENT

• Must pass pre-employment drug test.
• Must pass criminal history check.
• Must pass motor vehicle records check.