<p>Work Location: 3647 Cortez Road West, Bradenton, Florida 34210</p> <p>Work Hours: Monday - Friday, 8:00am - 5:00pm</p> <p>Expected Starting Hourly Range: $17.36 - $21.70</p> <p>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.</p> <p>Working Conditions</p> <p>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.</p> <p>Essential Functions</p> <p>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.</p> <p>Responds to inquiries regarding County services, programs, and policies with a focus on exceptional customer service.</p> <p>Processes service requests and work orders in CRM and related systems for Utilities, Public Works, and other County departments.</p> <p>Provides Utilities account management services, including establishing new accounts, processing payments, handling billing inquiries, and assisting with collections.</p> <p>Triages customer concerns and escalates complex issues to the appropriate departments or supervisors.</p> <p>Educates customers on self-service options, online portals, and digital tools.</p> <p>Uses multiple systems (CRM, UMAX, Accela, etc.) to document interactions, research records, and coordinate service delivery.</p> <p>Handles inbound calls, emails, chats, and walk-in customers while meeting performance metrics.</p> <p>Supports outbound communications regarding service outages, billing notifications, and community alerts.</p> <p>Maintains confidentiality of customer information and complies with applicable laws and policies.</p> <p>Performs other related work (including weather or extreme emergency duties) as required.</p> <p>High school diploma or equivalent required.</p> <p>Two (2) years of customer service experience, preferably in a government or utility setting.</p> <p>Valid driver's license required with valid Florida driver's license required within 30 days of hire.</p> <p>Equivalent combinations of education and experience may be considered.</p> <p>Bilingual (English/Spanish) preferred.</p> <p>Knowledge, Skills, and Abilities:</p> <p>Entry-level position focused on learning County systems and delivering consistent service.</p> <p>Frequent use of computer, telephone, and office equipment.</p> <p>Strong communication, active listening, and problem-solving skills.</p> <p>Proficiency in Microsoft Office Suite and ability to learn new software quickly.</p> <p>Ability to work effectively in a fast-paced, high-volume environment.</p> <p>Customer Focus.</p> <p>Communication & Collaboration.</p> <p>Problem Solving & Decision Making.</p> <p>Technical and System Proficiency.</p> <p>Adaptability & Continuous Improvement.</p>