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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:
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.
CONDITIONS OF EMPLOYMENT:
- Must pass pre-employment drug test.
- Must pass criminal history check.
- Must pass motor vehicle records check.