New Services Specialist

Manatee County Government•Bradenton, FL

5d•Onsite

About The Position

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 part of the unified Customer Experience Division, the CES provides centralized support through phone, email, chat, and in-person interactions. The role resolves inquiries, processes service requests, and guides customers through available resources to support consistent and efficient service delivery across County departments. This is an entry-level position focused on learning County systems and delivering consistent service. The work is performed in an indoor office environment that may be noisy while certain responsibilities are being performed. Employees may be required to work before, during, or after emergencies and may temporarily perform duties outside their normal position, location, or schedule. The position is located at 3647 Cortez Road W, Bradenton, Florida 34210, with work hours of 8:00 a.m. to 5:00 p.m.

Requirements

High school diploma or equivalent.
Two years of customer service experience; government or utility experience is preferred.
Equivalent combinations of education, training, and experience may be considered.
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.
Frequent use of a computer, telephone, and office equipment.
Ability to remain stationary for extended periods.
Ability to lift equipment weighing up to 25 pounds alone and up to 75 pounds with assistance.

Nice To Haves

Bilingual English/Spanish ability.
Customer service experience in a government or utility setting.

Responsibilities

Respond to inquiries about County services, programs, and policies while providing exceptional customer service.
Process service requests and work orders in CRM and related systems for Utilities, Public Works, and other County departments.
Provide Utilities account management, including opening accounts, processing payments, handling billing inquiries, and assisting with collections.
Triage customer concerns and escalate complex issues to the appropriate departments or supervisors.
Educate customers about self-service options, online portals, and digital tools.
Use systems such as CRM, UMAX, and Accela to document interactions, research records, and coordinate service delivery.
Handle inbound calls, emails, chats, and walk-in customers while meeting performance metrics.
Support outbound communications about service outages, billing notifications, and community alerts.
Maintain the confidentiality of customer information and comply with applicable laws and policies.
Perform other related duties as assigned, including emergency or disaster response activities as required and consistent with qualifications, essential job functions, and applicable law.
Participate in emergency response or recovery activities; duties, location, and schedule may temporarily change to meet County needs.