Resident Experience Specialist

Job description

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 sit...