Customer Experience Specialist

City of Pearland, TX • Pearland, TX

13d • $20 - $21 • Onsite

About The Position

The City of Pearland, TX is seeking to hire a full-time Customer Experience Specialist to lead and improve the customer experience for the City of Pearland community. This role requires a results-driven and service-oriented individual who can excel in a fast-paced environment. The City of Pearland is one of the fastest-growing cities in Texas, known for its affordable housing, outstanding schools, safe neighborhoods, and superb quality of life. Employees at the City of Pearland utilize multi-directional communication and cross-functional teams to foster a deeper understanding of the organization across all levels. We cultivate a culture of continuous learning that supports employee development and growth, encouraging innovation.

Requirements

• Results-driven
• Service-oriented
• Ability to excel in a fast-paced environment
• Strong communicator
• Ability to work in a fast-paced environment focused on People First
• Ability to understand day to day operations of each City Department and other local public and private entities
• Ability to respond to customer inquiries
• Ability to document in multiple software programs
• Ability to timely recognize and alert appropriate staff of inquiry trends
• Ability to follow communication 'scripts' when handling routine inquiries
• Ability to perform follow-up and return calls to ensure customer resolution
• Ability to ask customers appropriate questions to assess their needs, verify information found in the computer system and other records and respond or route inquiries to the proper department
• Ability to enter a variety of information into applicable databases and systems in a timely manner
• Ability to enter Service requests for multiple city departments
• Ability to research new questions and issues that come up and document response in order to add to and assist with maintaining contact center knowledge base
• Required to work as an essential employee before, during and after an emergency or disaster, whether natural or acts of war.
• Required to work a 12-hour shift in EOC Phone Bank during an emergency or disaster and be sequestered in the office until the next shift.
• Required to stay abreast of, and comply with, all City and departmental policies and procedures.
• Required to model the People First Culture.

Nice To Haves

• Experience and qualifications

Responsibilities

• Providing outstanding customer service to the community through phone, email, and other technological means.
• Understanding the day-to-day operations of each City Department and other local public and private entities to respond to customer inquiries.
• Documenting information in multiple software programs.
• Receiving, responding to, and managing incoming telephone calls and emails in a professional, time-sensitive, and friendly manner.
• Dispatching critical calls for non-public safety City departments by relaying information based on the needs of the inquiry.
• Timely recognizing and alerting appropriate staff of inquiry trends to be shared with Departments.
• Following communication 'scripts' when handling routine inquiries.
• Performing follow-up and return calls to ensure customer resolution.
• Asking customers appropriate questions to assess their needs, verify information found in the computer system and other records, and respond or route inquiries to the proper department.
• Entering a variety of information into applicable databases and systems in a timely manner.
• Entering Service requests for multiple city departments.
• Researching new questions and issues that arise and documenting responses to add to and assist with maintaining the contact center knowledge base.
• Attending training as needed.
• Working as an essential employee before, during, and after an emergency or disaster, whether natural or acts of war, including working a 12-hour shift in EOC Phone Bank during an emergency or disaster and being sequestered in the office until the next shift.
• Staying abreast of, and complying with, all City and departmental policies and procedures.
• Performing other duties and responsibilities as assigned by CXO or his/her designee.
• Modeling the People First Culture.
• Assisting in the development of SOPs and updating of response guides for organizational use and sharing.
• Asking questions regarding call trends to ensure proactivity about community focus.

Benefits

• Competitive salary of $19.80-$21.43/per year based on experience and qualifications
• City pays all premiums for employees' dental, long-term disability protection, and life insurance
• City pays the majority portion of the medical premium for employees and their dependents
• Retirement plan through the Texas Municipal Retirement System (TMRS) with a 2:1 employer match
• Life insurance
• Disability
• Access to the city's recreation fitness center
• Employee assistance program
• Educational assistance
• 11 paid holidays
• 2 designated paid holidays
• Paid vacation
• Sick leave
• Active wellness program focusing on physical, mental, and financial health

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed