Customer Experience Specialist

The City of Pearland, TX is seeking a full-time Customer Experience Specialist to lead and improve the customer experience for the community.

About The City Of Pearland

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.

Responsibilities

• Provide outstanding customer service to the community through phone, email, and other means of technology.
• Understand the day-to-day operations of each City Department and other local public and private entities to respond to customer inquiries.
• Document interactions in multiple software programs.
• Receive, respond to, and manage incoming telephone calls and emails in a professional, time-sensitive, and friendly manner.
• Dispatch critical calls for non-public safety City departments by relaying information based on the needs of the inquiry.
• Timely recognize and alert appropriate staff of inquiry trends to be shared with Departments.
• 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 inquiries 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 arise and document responses to assist with maintaining the contact center knowledge base.
• Attend training as needed.
• 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 the 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 the CXO or their designee.
• Model the People First Culture.
• Assist in the development of SOPs and updating of response guides for organizational use and share.
• Ask questions regarding call trends to ensure proactive community focus.

Qualifications

Ability to work in a fast-paced environment focused on People First. Strong communication skills are essential.

Benefits

• The city pays all premiums for employees' dental, long-term disability protection, and 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.
• Access to the city's recreation fitness center.
• Employee assistance program.
• Educational assistance.
• 11 paid holidays and 2 designated paid holidays.
• Paid vacation and sick leave.
• Active wellness program focusing on physical, mental, and financial health.

Pay

$19.80 - $21.43 per hour based on experience and qualifications.