Customer Experience Systems Coordinator
City of Sugar Land, TX
Sugar Land, TX 77479
$66,019 - $75,920 a year
Description
The City of Sugar Land is seeking a full-time Customer Experience Systems Coordinator in the Customer Experience Department.
Help shape how residents connect with the City! As the Customer Experience Systems Coordinator, you’ll manage and enhance key customer experience systems — including our CRM, call center software, mobile app, web portal, and chatbot. You’ll keep our platforms running smoothly, develop smart workflows, and work with IT, vendors, and City departments to improve digital services.
Partnering with the 311 Customer Experience Manager, you’ll ensure our tech supports real resident needs and helps deliver faster, easier, more accessible City services for everyone.
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 Systems Coordinator starting salary of $66,019 – $75,920 depending on your qualifications and experience. 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; 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.
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 & 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!
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!
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? Are you an advocate of team-work? If so, please consider applying for the Customer Experience Systems Coordinator position today!
As a Customer Experience Systems Coordinator, you will:
- Serve as the primary administrator for the City’s 311 and customer experience technologies, including CRM, call center telephony products, mobile app, web portal, chatbot, and related integrations. Configure, monitor, and maintain system functionality, user access, and performance.
- Develop, maintain, and document workflows, data standards, and system processes, coordinate with IT and vendors on upgrades, troubleshooting, and new feature deployment.
- Create and manage datasets for analysis, reporting, and performance monitoring. Ensure data quality, identify trends or service patterns, and generate insights that support continuous improvement, KPI tracking, and programs such as Voice of the Customer (listening to customer feedback) or Language Access Plan (improving customer accessibility).
- Develop and deliver training on customer service technologies, knowledge base usage, and system processes. Partner with supervisors to identify skill or knowledge gaps and support quality assurance activities.
- Support digital service delivery by researching and recommending emerging technologies, automation opportunities, and user experience improvements that enhance customer journey outcomes.
Formal Education:
Bachelor’s degree from an accredited school or university, additional relevant work experience resulting in acceptable proficiency levels in knowledge; skills and education requirements may be substituted in lieu of specific education requirements.
Relatable Work Experience:
- 3 years of progressively responsible technology-related project management experience, preferably in a customer-focused operations center.
- One year of municipal experience preferred.
Training (License and/or Certification):
Valid Texas Driver LicenseThe citizens of Sugar Land depend on City employees before, during and after an emergency or disaster to provide or restore essential public services for the health, safety and quality of life for our community. In the event of a wide scale emergency that could impact our community, all employees must be ready to assist in managing the crisis and will be considered essential for the continuity of governmental operations.
Our success is achieved by the courage to do things differently and accept that failure will occur on the path to innovation.
CITY OF SUGAR LAND's OVERVIEW OF EMPLOYEE BENEFITS
- Texas Municipal Retirement System (TMRS)
- HOLIDAYS
firefighters will receive September 11th, Patriot Day, as a fixed holiday.
- VACATION – Other than Public Safety
3 -10 Years 15 days per year
- VACATION – Public Safety
- SICK LEAVE – Other than Firefighters
- SICK LEAVE – Shift Firefighters
- SICK LEAVE INCENTIVE PROGRAM
- LONGEVITY PAY
- 125 CAFETERIA PLAN
- GROUP HEALTH & DENTAL
- VISION CARE PLAN
- AFLAC PLANS
- BASIC LIFE and AD&D
- LONG TERM DISABILITY
serious injury or sickness whether on or off the job. Benefits will be offset by any payments from SS, Workers Comp and other income offsets.
- SUPPLEMENTAL LIFE and AD&D
- SHORT TERM DISABILITY
- PRE-PAID LEGAL PLAN
- DEFERRED COMPENSATION
and $6,500 for age 50 + catch-up.
- CREDIT UNIONS
- EMPLOYEE ASSISTANCE