Resident Experience Specialist

Job description

Uploading documents with your application: While PDFs are an acceptable file type, scanned PDFs or images (such as those created via Canva) are not supported by the applicant tracking system. 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.