Customer Experience Specialist

Job Title

Under general supervision, assists with customer experience relations in support of permitting, licensing, and registrations for the Planning and Development Services Department, which includes coordination, organization, training, and resolving complex customer concerns in support of established customer experience goals. Initiate and recommend improvements for service delivery and quality assurance. Provides advanced administrative support.

Essential Job Functions:

• Receives, investigates, and resolves unusual or complicated permitting related concerns.
• Serves as lead customer service specialist handling escalated situations within the permitting process not resolved by normal operating procedures.
• Works with the customer and collaborates with department workgroup within the available processes to develop sound solutions of complex customer issues.
• Reviews department customer service reports, metrics, and surveys to design and recommend streamlined customer experience, business processes, and improvements, including technology changes.
• Develop, implement, and publish improved customer public educational content and materials in relation to the development, permitting, licensing and registration processes.
• Assist in training customer service staff and ensure they follow standard customer service policies and procedures to meet exceptional and efficient customer experience objectives for their assigned area.
• Create, maintain, and keep documentation of Standard Operating procedures within the department, focusing on common issues and proven solutions.

Other Job Functions:

• Interact with the development community, public and other city departments in support of permitting project efficiency.
• Review and apply business practices in relation to permitting and customer service software to meet customer experience benchmarks.
• Interpret fee schedules, calculate fees, and assist with daily cash balancing, when needed.
• Administratively monitor special/sensitive permits within the City.
• Ability to be the back-up for the Development Services Supervisor.

Minimum Qualifications:

• Knowledge of principles and practices of modern office methods and procedures.
• Knowledge of customer service principles and practices.
• Knowledge of cash handling principles and practices.
• Knowledge of basic accounting practices and procedures.
• Skill in prioritization, time management, data analysis, and problem solving.
• Skill in recognizing incorrect data and rectifying errors during reviews.
• Skill in communicating in a professional and courteous manner, in the face of potential adversarial customers.
• Ability to use database software.
• Ability to operate a PC, including Microsoft Office Suite of Applications, Adobe Acrobat Pro, document management software, phone systems, and live chat software.
• Ability to exercise discretion and independent judgment utilizing knowledge of the organization's policies.
• Ability to learn new systems and procedures quickly.
• Ability to maintain records.
• Ability to operate a motor vehicle, safely, with the general public, in all conditions.
• Ability to perform a variety of physical skills including but not limited to filing, pulling, seeing, sorting, squatting, standing, stooping, twisting body, typing, walking, writing and lifting up to 20 pounds, with or without reasonable accommodation.
• Ability to plan, organize, monitor, and collaborate with internal and external stakeholders to accomplish unit objectives.
• Ability to prepare reports.
• Ability to prioritize deadlines and tasks.
• Ability to think creatively and develop solutions.
• Ability to lead and work in groups.
• Ability to respond to issues with urgency and accuracy.
• Ability to communicate clearly and effectively, both orally and in writing.
• Ability to receive detailed information through oral and written communication.
• Ability to produce clear and concise reports and briefings.
• Ability to collect, coordinate and compile data within the department for miscellaneous requests.

Qualifying Education and Experience:

• An associate degree Business Administration, Public Administration, or any other related degree.
• 2-3 years of customer service or cashiering experience.
• Or any equivalent combination of education and/or experience may be substituted.

Preferred Qualifications:

• Knowledge of municipal government organization and functions.
• Knowledge of pertinent Federal, State, local codes, laws, and regulations
• Knowledge of accounting/bookkeeping procedures and the interrelationships of accounts within an accounting system.
• Skill in conflict resolution techniques with a customer service attitude.
• Ability to monitor customer service industry trends.
• Experience in Planning and Development Services or municipal government

Employment Screenings Required:

• Criminal background check

City of Arlington is an Equal Opportunity Employer.