Customer Experience Specialist

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. Are you results-driven? Are you service-oriented? Could you excel in a fast-paced environment? If so, you may be perfect for this position! Salary: $19.80-$21.43 per year based on experience and qualifications. Benefits and Perks: dental long-term disability protection life insurance plus 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. You will be a strong communicator with the ability to work in a fast-paced environment focused on People First. Responsible for understanding the day to day operations of each City Department and other local public and private entities to respond to customer inquiries. Responsible for documentation in multiple software programs. A DAY IN THE LIFE OF A CUSTOMER EXPERIENCE SPECIALIST Essential Functions Receives, responds to and manages incoming telephone calls and e-mails in a professional, time-sensitive and friendly manner. Dispatches critical calls for non-public safety City departments by relaying information based on the needs of the inquiry. Ability to timely recognize and alert appropriate staff of inquiry trends to be shared with Departments. Ability to follow communication "scripts" when handling routine inquiries. Perform follow-up and return calls to ensure customer resolution. Ask customers appropriate questions to assess their needs, verify information found in the computer system and other records and respond or route inquires to the proper department. Enter a variety of information into applicable databases and systems in a timely manner. Enter Service requests for multiple city departments. Research new questions and issues that come up and document response in order to add to and assist with maintaining contact center knowledge base. Attend training as needed. Required to work as an essential employee before, during and after an emergency or disaster, whether natural or acts of war. This includes working a 12-hour shift in EOC Phone Bank during an emergency or disaster and being sequestered in the office until the next shift. Stay abreast of, and comply with, all City and departmental policies and procedures. Perform other duties and responsibilities as assigned by CXO or his/her designee. Model the People First Culture Additional Duties Assist in the development of SOPs and updating of response guides for organizational use and share. Ask questions regarding call trends to ensure we are proactive about community focus. Salary: $19.80 - $21.43 per hour #J-18808-Ljbffr City of Pearland, Texas