Customer Experience Administrator

City of Sugar Land, TX, Sugar Land, TX 77478, Openings : 1,
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Job Description :

Position Description

The City of Sugar Land is seeking a full-time Customer Experience Administrator in the Department of Customer Experience.

Why Should You Join Our Team?
Our trailblazing culture focuses on our employees, our citizens and the services we provide to our community. We are a data-driven and innovative full-service municipality located approximately 20 miles southwest of downtown Houston that invests in our team and offers real opportunities for career growth . We pay our Customer Experience Administrators a starting salary of $89,981 – $114,379, depending on your qualifications. We also offer great benefits and perks available on your first day of employment, including: City-subsidized health benefits life and disability insurance a variety of voluntary benefits a robust pension plan with TMRS to set you up for a fulfilling retirement flexible schedules and work from home opportunities a down-to-earth casual environment and dress code and a positive team-oriented culture stemming from a long-term commitment to innovation and inclusion. You can even bring your dog and/or cat to work if they have a solid understanding of office decorum.

Benefits At-A-Glance:

  • City-subsidized Medical and Dental Insurance with a variety of plan options
  • City-paid Basic Life Insurance @ 1x your annual salary and Long-term Disability
  • Voluntary Vision, Supplemental Life Coverage (for you and your family), Aflac indemnity plans such as Accident, Cancer, Hospitalization and Critical Illness, Short Term Disability and pre-paid legal benefits through Legal Shield
  • 9 paid holidays and up to 3 floating holidays to use at your discretion
  • A generous vacation package with accruals starting on day 1
  • Paid sick leave
  • Paid Parental Leave
  • A robust pension plan with TMRS includes your 7% contribution with 2:1 match by the City
  • You won’t contribute to Social Security, but you can further your retirement income by contributing to a Deferred Compensation (457b) plan
  • Longevity pay for each month of service after your first 13 months of employment
  • On-site Wellness facilities and programming (mind, body spirit &amp financial preparedness) and
  • Access to multiple mental health benefits and resources, including a robust EAP…

If we have your attention… Please. Continue. Reading!
Our City Mission: WE ARE TRAILBLAZERS! Relentless in Our Pursuit of Good so that Our Employees, Residents, and Businesses Can Enjoy a Life Better than They Can Even Imagine.
Our Employee Values : Our values ignite passion, drive, and a sense of purpose, fostering a thriving and successful organizational culture!

We are:
Bold : We encourage each other to be bold in our ideas, decisions, and actions. We embrace innovation and take risks to drive progress.
Loyal : We are loyal to each other, the City and our Mission and Vision. We support each other to foster a cohesive and collaborative work environment. We celebrate our successes and address the challenges facing us, together.
Adaptable : We are resilient because we adapt to changing landscapes and market dynamics. We are flexible and understand the need for work-life balance. We embrace new technologies and evolving trends.
Zealous : We are committed to excellence in all endeavors. We encourage each other to strive for the highest standards of public service, quality, and performance. We hold ourselves, and each other, accountable for our words and actions.
Empowered : We are empowered with the necessary resources, opportunities, and responsibilities to excel in our roles. We seek out opportunities for development and growth, and help others do the same. We are inclusive, we embrace our differences and recognize the strength that comes from different perspectives and experiences.
We are TrailBLAZErs!

About the City of Sugar Land
The City of Sugar Land, a municipality with a population of 111,026, provides the highest quality of affordable services to meet the needs of its residents. And our citizens agree—the most recent Citizen Satisfaction Survey told us that 95% of our residents love calling Sugar Land home and 10% say that nothing would make their lives better than it already is, but we look to the future and work hard to make our community and the world better than we can even imagine.
We have an informal work environment but are serious about what we do. We believe that happy, diverse and talented employees add value to the City . We do our best to hire friendly, professional people who work hard and play well with others. We also promote a healthy work-life balance and personal development .

Are we the right fit for YOU?
Ask yourself: Do you enjoy working with people? Are you organized and detail-oriented? Can you manage your time well and prioritize multiple tasks effectively ? Do you embrace change ? Do you enjoy working in a professional AND casual environment? Do you enjoy helping your staff develop? Are you passionate about customer service? If so, please consider applying for the Customer Experience Administrator position today!

Summary of Duties

This Customer Experience Administrator is responsible for maintaining the programs, staff, resources and initiatives that propel the City’s mission towards customer service excellence. This role works directly with the Director of Customer Experience to launch and maintain standardized and improved practices used in the City’s approach to customer satisfaction. This role will support staff that advances the specialized skills in these areas to benefit the organization to improve customer journeys which may include advanced work with various software, industries, and customer touchpoints. The goal of this position is to directly contribute to improved customer satisfaction both externally and within the organization by being a collaborative leader and influential partner.

As the Customer Experience Administrator you will:


  • Oversee the outcomes of initiatives related to improved customer service.
  • Responsible for training, record keeping, and evaluations of the Usability Strategist and the Technology and Development Coordinator.
  • Prepare monthly reports on project progress on behalf of staff and objectives.
  • Regularly interact with internal and external customers to promote and understand customer satisfaction develop positive business relationships with customers as needed resolve issues with customers and staff.
  • Work with the Director to use insight from the 311 Contact Center towards customer experience improvements outside of the Center.
  • Provide strategic leadership to stakeholder departments on Customer Service Program goals.
  • Manage projects using KPIs, contracts, or out-of-the-box solutions that relate to desired customer service outcomes such as with feedback tools or dashboards via OpenGov.

Minimum Qualifications

Formal Education:


  • Bachelor’s Degree in Business Administration, public administration, project management or related field from an accredited school or university is required.
Relatable Work Experience:
  • Minimum three (3) years in customer service is required
  • Minimum one (1) year experience as a Manager or Supervisor is required.
  • Experience in the functional areas of customer service, information technology and project management with advanced knowledge of municipal service delivery is preferred.
  • Additional relevant work experience resulting in acceptable proficiency levels in the above knowledge, skill and education requirements may be substituted in lieu of specific education requirements.
  • Bilingual preferred
  • Advanced knowledge of Customer Relationship Management software, telephony or information architecture, or User Experience related- technology and software preferred.

Training (License and/or Certification):
  • Valid Texas Driver License

Additional Information

Our success is achieved by the courage to do things differently and accept that failure will occur on the path to innovation.

The City of Sugar Land is an equal opportunity employer.

Last Date For Apply: 2024-06-13 00:00:00 Job Type : FULL_TIME, Employment Type : FULL_TIMEApply Here