Customer Experience Specialist

Overview

The City of Pearland, Texas is recruiting a full-time Customer Experience Specialist to lead the enhancement and management of service interactions with community members. This role demands a motivated, service-focused individual comfortable operating in a dynamic environment with a "People First" approach.

Compensation and Benefits

The position offers an annual salary range of $19.80 to $21.43 per hour, commensurate with experience and qualifications. Benefits include full coverage of dental, long-term disability, and life insurance premiums, substantial medical premium contributions for employees and dependents, a retirement plan with a 2:1 employer match through the Texas Municipal Retirement System (TMRS), plus life insurance, disability coverage, access to a city fitness center, employee assistance programs, educational support, 11 paid holidays with 2 additional designated paid days, paid vacation and sick leave, and an active wellness program targeting physical, mental, and financial health.

City Context

Pearland is recognized as one of Texas's fastest-growing cities, noted for affordable housing, excellent schools, safe neighborhoods, and quality of life. It ranks among the safest cities in the state and benefits from proximity to Houston, enabling residents to access professional sports, cultural events, and recreational opportunities.

Work Culture

The City fosters multi-directional communication and collaboration across departments, promoting organizational understanding and continual employee learning, growth, and innovation.

Role Duties

• Manage incoming calls and emails professionally and promptly.
• Dispatch urgent calls to appropriate non-public safety city departments per inquiry requirements.
• Identify and communicate inquiry trends to relevant departments.
• Follow standardized communication scripts for routine queries.
• Conduct follow-ups to confirm issue resolution with customers.
• Ask pertinent questions to assess customer needs, validate information, and route inquiries correctly.
• Input data accurately into multiple software systems.
• Create service requests across various city departments.
• Investigate new issues, document responses to enhance the contact center knowledge base, and participate in relevant trainings.
• Serve as an essential employee during emergencies or disasters, including working 12-hour shifts in the Emergency Operations Center (EOC) Phone Bank, and remain on-site until relieved.
• Adhere to all city and departmental policies and guidelines.
• Perform additional tasks as assigned by the Customer Experience Officer or delegate.
• Uphold and exemplify the "People First" culture.

Additional Responsibilities

• Contribute to the creation and updating of Standard Operating Procedures (SOPs) and response guides for organizational use and dissemination.
• Analyze call trends to proactively address community needs and focus areas.