Customer Experience Specialist

Customer Experience Specialist

The 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!

The Customer Experience Specialist earns a competitive salary of $19.80-$21.43/per year based on experience and qualifications. Additionally, the city pays all premiums for our employees' dental, long-term disability protection, and life insurance, plus the majority portion of the medical premium for employees and their dependents. We also offer a 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 and 2 designated paid holidays, paid vacation, sick leave, and an active wellness program focusing on physical, mental, and financial health.

Pearland is one of the fastest-growing cities in Texas due to affordable housing, outstanding schools, safe neighborhoods, and superb quality of life. Ranked among the top ten safest cities in Texas, Pearland residents know their families are safe and secure in the community and surrounding areas. Our close proximity to Houston, just a short 20-minute drive to downtown, allows residents to experience all the city has to offer, including professional sports, world-class cultural amenities, and recreation.

Employees of the City of Pearland use multi-directional communication and cross-functional teams to promote a greater understanding of the organization by employees at all levels. We have created a culture of continuous learning that encourages and supports employee development and growth. Our work environment is one where innovation is not only supported but encouraged.

A DAY IN THE LIFE OF A CUSTOMER EXPERIENCE SPECIALIST

The Customer Experience Specialist will be responsible for providing outstanding customer service to our community through phone, email and other means of technology. 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.

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.