Posting number: 26-00407
Department: Government Relations
Job classification: CUSTOMER EXPERIENCE SPECIALIST I
Posting type: Open
Categories: Customer Service
Work Location: 3647 Cortez Road West, Bradenton, Florida 34210
Work Hours: Monday - Friday, 8:00am - 5:00pm
Expected Starting Hourly Range: $17.36 - $21.70
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.
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.
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.
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.
Bilingual (English/Spanish) preferred.
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.
Manatee County Government has made quality customer service to you, our customers – Manatee residents, business owners and visitors – our top priority. The Bradenton area was recently named Florida’s “most satisfying” place to live. We couldn’t agree more. Our quality of life is second to none. We’d like to think part of that satisfaction is thanks to the friendly, customer service-driven government we’ve created at Manatee County. We live here. We work here. We’re your neighbors. We appreciate the honor and privilege to serve this great community!
Manatee County is located on Florida’s gorgeous Gulf Coast. It is bordered by Tampa Bay and St. Petersburg to the north, Hardee and DeSoto counties to the east and Sarasota to the south. The beautiful beaches of Anna Maria Island fade into the Gulf of Mexico to the west. The County seat and the largest municipality in Manatee County is Bradenton. Manatee County has five other municipalities, including the City of Anna Maria, Bradenton Beach, Holmes Beach, the Town of Longboat Key and Palmetto.
More than 400,000 people call Manatee County home, but our population increases considerably in the winter when high temperatures vary between 65 and 75 degrees. Many northerners, affectionately known as Snow Birds, have second homes or rent a winter home here. Our county employees are key to delivering services to all our residents including our seniors, children, families and those just starting out. From the Libraries to Forest Preserves, Beaches to Neighborhoods, new developments to individual residences, the services we provide touch everyone in the community in a positive way. As a county employee, you contribute toward that effort.
