Citizen Response Center Supervisor - Centennial, CO

Jacobs Solutions-posted 8 months ago
$66,000 - $72,600/Yr
Full-time • Mid Level
Hybrid • Centennial, CO
Professional, Scientific, and Technical Services
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

At Jacobs, we challenge what is currently accepted, so we can shape innovative and lasting solutions for tomorrow. Through the delivery of our operations and maintenance services, you'll make it simpler and more seamless for our municipal clients to operate safely and efficiently, empowering communities to focus on what matters most to them - people. Jacobs Engineering is seeking an experienced supervisor for the Citizen Response Center. The responsibility of this position includes, but is not limited to, the supervision of all functions associated with the Citizen Response Center (CRC) for the City of Centennial project.

  • Participate in and provide input for annual reviews of Citizen Response Center staff.
  • Participate in and provide input and guidance on annual priority/goal settings for Citizen Response Center Staff.
  • Participate in and provide input on all process flow change requests, team conflicts, or any other area of personnel or procedural concerns.
  • Manage Citizen Response Center Staff.
  • Manage day-to-day operational and escalation support, as needed or assigned.
  • Motivate team members to meet departmental goals and provide a supportive team environment.
  • Assist all department heads in working with citizens and community groups to resolve neighborhood concerns.
  • Monitor compliance with performance standards based on client contract.
  • Implementation and oversight of a Quality Assurance Program, which would include the review of phone calls, web requests, and any other forms of communications and processes to ensure customer service standards are met.
  • Provide oversight of the Citizen Response Center Knowledgebase and necessary revisions and updates.
  • Act as the liaison between the Jacobs Customer Support Center and the Citizen Response Center teams for support and guidance on issues.
  • Provide training for new and existing Citizen Response Center team members for success.
  • Provide guidance, coaching, and mentoring to all Citizen Response Center team members.
  • Assist team members with resolving escalated or complex inquiries.
  • Serve as a subject matter expert for the Citizen Response Center policies and procedures.
  • Manage and oversee the intake of all inquiries or complaints via telephone, electronic mail, or website requests from the public and provide answers, if known or through research, or make the proper referral.
  • Performs all Citizen Responder duties as needed.
  • Performs other similar duties as assigned.
  • High School diploma or GED.
  • Five (5) years call center and data analysis experience.
  • Two (2) years of supervisory or management experience.
  • Ability to communicate both verbally and electronically in a clear and concise manner with Customers, Management, Office Staff, City Staff, and Field Personnel.
  • Strong inter-personal relationship skills and the ability to interpret, apply and explain work management procedures.
  • Minimum two (2) Years Municipal Government Experience.
  • Bachelor's degree in communications or business administration or Equivalent.
  • Medical, dental, vision, and basic life insurance.
  • 401(k) plan.
  • Ability to purchase company stock at a discount.
  • Deferred compensation plan or the Executive Deferral Plan.
  • Unlimited U.S. Personalized Paid Time Off (PPTO) policy for full-time salaried/exempt employees.
  • Seven paid holidays, one floating holiday, and caregiver leave.
  • Merit increases, performance discretionary bonus, and stock for certain roles.
Track Jobs with Teal

Job Search Resources

•
Resume Builder
•
Resume Examples
•
Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service