New Services Specialist

General Information Work Location: 3647 Cortez Road W Bradenton, Fl 34210 Work Hours: 8:00am • 5:00pm The Customer Experience Specialist (CES) serves as the primary point of contact for residents, businesses, and visitors seeking information or assistance with Manatee County Government services. As a member of the unified Customer Experience Division, the CES delivers centralized, high-quality support across multiple service channels—including phone, email, chat, and in-person interactions. This position plays a critical role in resolving inquiries, processing service requests, and guiding customers through available resources to ensure consistent and efficient service delivery across all departments. Working Conditions Indoor/Office environment; high noise environment while performing certain responsibilities. Lifting equipment up to 25 lbs. alone; up to 75 lbs. with assistance. Ability to remain in a stationary position for extended periods. Job Description Essential Functions These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position. Responds to inquiries regarding County services, programs, and policies with a focus on exceptional customer service. Processes service requests and work orders in CRM and related systems for Utilities, Public Works, and other County departments. Provides Utilities account management services, including establishing new accounts, processing payments, handling billing inquiries, and assisting with collections. Triages customer concerns and escalates complex issues to the appropriate departments or supervisors. Educates customers on self-service options, online portals, and digital tools. Uses multiple systems (CRM, UMAX, Accela, etc.) to document interactions, research records, and coordinate service delivery. Handles inbound calls, emails, chats, and walk-in customers while meeting performance metrics. Supports outbound communications regarding service outages, billing notifications, and community alerts. Maintains confidentiality of customer information and complies with applicable laws and policies. Performs other related duties as assigned, including participation in emergency or disaster response activities, as required and consistent with the employee’s qualifications, essential job functions, and applicable federal and Florida law. Minimum Qualifications High school diploma or equivalent required. Two (2) years of customer service experience, preferably in a government or utility setting. Equivalent combinations of education, training, and experience may be considered in meeting the minimum qualifications for this position. More Bilingual (English/Spanish) preferred. Knowledge, Skills, And Abilities: Entry-level position focused on learning County systems and delivering consistent service. Frequent use of computer, telephone, and office equipment. Strong communication, active listening, and problem-solving skills. Proficiency in Microsoft Office Suite and ability to learn new software quickly. Ability to work effectively in a fast-paced, high-volume environment. Customer Focus. Communication & Collaboration. Problem Solving & Decision Making. Technical and System Proficiency. Adaptability & Continuous Improvement. Veterans Preference In accordance with Florida Statute 295.07, F.S., Chapter 55A-7, priority consideration in employment will be given to eligible veterans and spouses of disabled veterans. Applicants claiming preference must provide a DD Form 214 or other acceptable documentation with their application. We are committed to honoring the service and sacrifices of our veterans and their families. EEO/ADA Statement Manatee County Government is an equal opportunity employer and is committed to providing reasonable accommodations to individuals with disabilities. If you require any accommodations to participate in the recruitment process, please contact Human Resources at 941-748-4501 x 3865. Drug-Free Workplace Manatee County Government is a drug-free workplace in accordance with Federal and Florida Law. Emergency Response/Recovery Activities All employees may be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location, and work schedule to fit the needs of the County and its citizens. Full Time Positions Employee Assistance Program (EAP): ComPsych – offers all employees and their family members with emotional, financial, legal, and work/life balance support. LAMP counselors available for personal support including emotional, substance abuse, marital, and financial issues. Five (5) free visits annually for employees and covered family members. Wellbeing Benefits: Wellness/Health Coaches (5 Free per year) Personal Training (5 Free per year) Pharmacy Technician Musculoskeletal Physical Therapy Management Registered Dietician (5 Free per year) Massages with licensed therapist (small copay) Miscellaneous Benefits: Workers’ Compensation Training/Seminars Premium Pay Differentials/Career Ladders Government employee discounts at many retailers and attractions Access to Manatee County Library Services (books, digital services, tools, museum passes). Paid Time Off: 12 Paid Holidays including New Year's Day, Thanksgiving, and Christmas. Three (3) Personal Holidays Personal Sick Leave Family Sick Leave Sick Leave Bank (Donated Hours) Professional Medical Appointment Leave Bereavement Leave Military Leave Military Training Leave FMLA Vacation Award: Applies to employees regularly scheduled to work 8 hours per day/40 hours per week. Years of Service Vacation Days 0-5 16.25 days 6-10 19.50 days 11+ 22.75 days Eligible employees may earn an additional 2 days of vacation through participation in the Manatee Thrives program Insurance: Award-winning Health Plan with deductibles as low as $0. Dental Insurance Vision Insurance Prescription Insurance Life Insurance (6 times salary at low cost) Long-term and Short-term Disability Insurance Retirement: Florida Retirement System (FRS) with Pension Plan and Investment Plan options. 457b Tax Deferred and ROTH account options through Voya. FRS Webinars Free financial guidance with licensed, non-commissioned financial planner Career Wellness: Professional Leadership Programs Instructor-Led and eLearning Training Premium Pay Differentials/Career Ladders Career Counseling Toastmasters Networking Membership (Manatee Chamber of Commerce, Lakewood Ranch Business Alliance) Employee Recognition Programs with monetary and time-off awards Education Benefits: Continuing Education support through Training/Seminars and Premium Pay Differentials/Career Ladder. Public Service Loan Forgiveness (PSLF) Flexible Spending Account: Options for Health Care and Dependent Care Spending Accounts providing pre-tax savings. Permanent Part Time • Benefits Employee Assistance Program (EAP): ComPsych – offers all employees and their family members with emotional, financial, legal, and work/life balance support. LAMP counselors available for personal support including emotional, substance abuse, marital, and financial issues. Miscellaneous Benefits: Workers’ Compensation Training/Seminars FRS options Premium Pay Differentials/Career Ladders Government employee discounts at many retailers and attractions Access to Manatee County Library Services (books, digital services, tools, museum passes). Paid Time Off: 12 Paid Holidays including New Year's Day, Thanksgiving, and Christmas. Three (3) Personal Holidays Paid Time Off and Leaves of Absence are based on an 8 hrs./day 80/hrs. per pay-period basis, any work schedule less that this will be earned on a pro-rated basis 01 VERY IMPORTANT • When answering supplemental questions about experience, education or certification, please be sure the information is reflected in the Education, Work Experience and Certificates and Licenses sections of your application. Must include Monthly Salary, Name of Employer, Location, Phone Number and Duties for each employer in Work Experience. Note: "See Resume" is not acceptable. Identify all gaps not related to medical reasons. I acknowledge the above statement 02 If you are claiming Veteran's Preference, please check category of eligibility A disabled veteran who is eligible for receiving compensation under public law administered by Department of Veteran's Affairs and Department of Defense The spouse of a veteran who cannot qualify for employment because of total and permanent service-connected disability, or spouse of a veteran missing in action, captured or forcefully detained by a foreign power A wartime veteran who has served at least 1 day during a wartime period (active duty for training may not be eligible) An un-remarried widow or widower of a Veteran who died of a service-connected disability The mother, father, legal guardian, or un-remarried widow or widower of a service member who died as a result of military service under combat-related conditions as verified by the U.S. Department of Defense A current member of any reserve component for the United States Armed Forces or the Florida National Guard A veteran with a "Honorable" discharge (Active duty for training may not be allowed for eligibility) Not claiming Veteran's Preference 03 Which level of education have you achieved? No high school equivalency High school graduate/equivalent Associates degree Bachelors degree Masters degree 04 How many years of customer service experience do you have? None 1 year 2 years 3+ years 05 Do you have experience reviewing utility service requests, permits, or construction documents for accuracy and compliance with established standards or procedures? Yes No 06 Are you familiar with processing customer accounts or service orders in a utility, government, or similar customer service environment? Yes No 07 Are you able to coordinate with multiple internal departments, contractors, and municipalities to resolve issues and ensure service requirements are met? Yes No 08 This role requires strong communication and coordination with customers, contractors, inspectors, and multiple County departments. Describe how you manage high volume communication while ensuring accuracy and timely follow through? 09 What previous roles have you held that you believe qualify you for this position? Required Question