Client Experience Manager
On-siteFort Lauderdale, Florida, United States
Job Summary
Oversee end-to-end customer experience within the County Tax Collector's Customer Contact Center, ensuring residents and taxpayers receive timely, accurate service across phone, email, chat, and in-person channels. Monitor performance metrics including call quality, wait times, and customer satisfaction scores to drive continuous improvement. Lead design and management of customer experience standards while coaching staff on service delivery and communication skills. Manage escalated concerns, analyze feedback trends, and coordinate with operational divisions to ensure seamless interactions. Develop knowledge-based materials, scripts, and training resources to support frontline agents.
Required Qualifications
- 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
- 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
Desired Qualifications
- Strong knowledge of county tax collection functions (motor vehicle services, driver license services, property taxes, business taxes, etc.) preferred
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