Description

POSITION PURPOSE AND SCOPE:

The Client Experience Manager oversees the end-to-end customer experience within the County Tax Collector’s Customer Contact Center. This role is responsible for ensuring that residents, taxpayers, business owners, and partner agencies receive timely, accurate, and courteous service across all communication channels, including phone, email, chat, and in-person engagements.

The Client Experience Manager monitors service quality, leads continuous improvement initiatives, and supports frontline supervisors and agents in delivering a consistent, positive public service experience.

Requirements

ESSENTIAL FUNCTIONS:

Lead the design, implementation, and management of customer experience standards, ensuring compliance with county, state, and Tax Collector policies.
Monitor contact center performance metrics (call quality, wait times, first contact resolution, customer satisfaction scores) and develop strategies to improve results.
Partner with supervisors to coach and develop staff on service delivery, communication skills, and customer first behaviors.
Manage escalated customer concerns, ensuring issues are resolved promptly, professionally, and within regulatory guidelines.
Analyze customer feedback and trends to identify service gaps and recommend process enhancements.
Coordinate with operational divisions (Motor Services, Property Tax, Business Tax, Specialty Services, etc.) to ensure accurate information and seamless customer interactions.
Oversee quality assurance programs, including call audits, service reviews, and documentation accuracy checks.
Develop and maintain knowledge-based materials, customer service scripts, FAQs, and training resources.

QUALIFICATIONS AND EXPERIENCE:

Bachelor’s degree in public administration, communications, business, or related field (or equivalent experience).
3–5 years of customer experience or contact center leadership, preferably in a government or regulatory environment.
Strong knowledge of county tax collection functions (motor vehicle services, driver license services, property taxes, business taxes, etc.) preferred.
Exceptional communication, conflict resolution, and coaching skills.
Ability to interpret and apply statutes, policies, and procedures.
Proficiency with contact center systems, CRM platforms, and reporting dashboards.
Demonstrated ability to manage multiple priorities in a fast-paced public service environment.

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