Hybrid CUSTOMER EXPERIENCE SPECIALIST chez City of Balch Springs

Why Work for the City of Balch Springs?

The City of Balch Springs is a vibrant, inclusive, and sustainable community that thrives on its rich history, commitment to progress, and dedication to fostering a positive work environment. As a city, we focus on enhancing the quality of life for our residents, businesses, and visitors.

We are a forward-thinking organization that embraces innovation and strives for excellence in every department. With our clear vision to inspire growth and community pride, the City of Balch Springs is an excellent place to build a rewarding career. Whether you’re passionate about public safety, economic development, or community engagement, we offer diverse opportunities that allow you to make a meaningful impact.

As an employee of the City of Balch Springs, you’ll be part of a supportive team where professional development is encouraged, and collaboration is valued. We believe in providing employees with the tools and resources they need to succeed, ensuring a positive work-life balance and fostering a culture of respect, integrity, and open communication.

Employee Benefits & Compensation:

• Competitive Salary: We offer competitive pay based on qualifications and experience.
• Comprehensive Benefits Package: Includes medical, dental, and vision coverage for employees and their families.
• Retirement Plans: Access to Texas Municipal Retirement System
• Paid Leave: Generous paid time off, including vacation (15 days for 1st year), sick leave, and holidays (11 plus 2 floating.)
• Professional Development: Opportunities for training, certifications, and career advancement within the city.
• Employee Recognition: We value and celebrate the hard work and dedication of our employees.

Our core values of integrity, respect and transparency guide our everyday work, and we actively support our employees’ professional growth. Join our team and help shape the future of a city that’s committed to creating a thriving environment for all.

About the Role:

The Customer Experience Specialist supports the City's commitment to delivering high-quality service by serving as a primary point of contact for customer interactions. This position is responsible for addressing inquiries, resolving service-related concerns and providing accurate information regarding City services. The role plays a critical part in maintaining positive relationships with residents and stakeholders by ensuring efficient, courteous, and solution-oriented communication. Through consistent service delivery and issue resolution, the Customer Experience Specialist enhances public trust and contributes to the continuous improvement of customer service processes..

Minimum Qualifications:

• High school diploma or equivalent.
• At least 3 years of experience in a customer service role, preferably in a call center or utility environment.

Preferred Qualifications:

• Experience in public administration or government services.

Responsibilities:

• Handle inbound and outbound customer interactions via phone, email, and in-person visits regarding billing inquiries, payments, and account status.
• Assist customers with account setup, modifications, and closures. 
  • Ensure all customer information is accurately recorded and updated in the system.
  • Maintain detailed and accurate records of customer interactions, transactions, and resolutions. 
  • Document customer interactions and feedback accurately in the system for future reference.
• Prepares accurate and timely reports for management to support decision-making, track service performance, and identify trends or areas for improvement.
• Collaborate with other departments to address residents needs and improve service delivery.
• Continuously seek opportunities to enhance the customer experience and suggest improvements.
• Perform other duties as assigned. 

Skills:

The required skills are essential for navigating the complexities of customer interactions on a daily basis. Managing difficult customer situations requires a calm demeanor and effective communication, allowing the specialist to de-escalate conflicts and find solutions. Proficiency in both inbound and outbound calling ensures that the specialist can efficiently handle a variety of customer needs, from inquiries to follow-ups. An eye for detail is crucial when documenting interactions, as accurate records contribute to better service and informed decision-making. Additionally, a strong customer focus drives the specialist to continuously seek ways to enhance the customer experience, ultimately benefiting both the clients and the organization.

Physical Demands/Work Environment:  

Work is performed in a standard office environment with low to moderate noise level.  Subject to sitting for an extended period of time, standing, walking, bending, reaching, kneeling, and lifting and putting away such items as records and office supplies of moderate weight of up to 40 pounds.  Working with a wide variety of people, some of whom may be irate or difficult.  

E.E.O.C. The City of Balch Springs does not discriminate on the basis of race, color, national origin, sex, religion, age, disability or military service in employment or the provision of services.