Resident Experience Specialist

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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: 

• None.

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.