Resident Experience Specialist

City of Carrollton•Carrollton, TX

18h

About The Position

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.

Requirements

High School Diploma or G.E.D.
One year of progressively responsible customer service experience in a high volume customer service environment.
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
Must pass pre-employment drug test.
Must pass criminal history check.
Must pass motor vehicle records check.

Nice To Haves

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.

Responsibilities

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