Resident Experience Specialist

Job Description Posted Tuesday, April 14, 2026 at 6:00 AM 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. #J-18808-Ljbffr City of Carrollton