Citizen Services Supervisor

Verra Mobility • Phoenix, AZ

4d

About The Position

Verra Mobility is seeking a motivated and experienced Citizen Services Supervisor to join our team. This role is responsible for leading a team to provide exceptional customer service, ensuring alignment with business requirements and company standards. The ideal candidate will embody Verra Mobility's core values of Owning It, Doing What's Right, Choosing Courage Over Comfort, and Winning Together. This position involves managing team performance, handling escalated issues, and implementing improvements to enhance customer satisfaction and operational efficiency.

Requirements

• Experience in a supervisory or leadership role.
• Proven ability to conduct team meetings, provide feedback, and set goals.
• Experience with quality audits and performance reporting.
• Skilled in developing and delivering training programs.
• Ability to handle escalated customer issues and complex problem-solving.
• Familiarity with monitoring metrics and service level agreements (SLAs).
• Strong communication and facilitation skills.
• Experience in identifying and implementing solutions for customer issues.
• Understanding of business requirements and company standards.
• Ability to implement changes for efficiency, cost reduction, and customer satisfaction.

Nice To Haves

• Alignment with Verra Mobility Core Values: Own It, Do What’s Right, Choose Courage Over Comfort, Win Together.

Responsibilities

• Conduct one-on-one and team meetings to address concerns, provide updates, review performance, and establish goals.
• Perform quality audits and generate reports to monitor team performance and identify areas for improvement.
• Develop and deliver training for new hires and provide ongoing training and support for existing team members.
• Handle escalated customer issues and provide solutions to complex problems.
• Monitor metrics and service level agreements (SLAs) to ensure targets are met.
• Facilitate all communication between customers, team members, and other departments to ensure alignment and transparency.
• Identify and implement solutions for any customer-related issues or complaints, collaborating with team and/or other teams as required.
• Ensure alignment with Business Requirements and company standards.
• Implement changes to enhance efficiency, reduce costs, and improve customer satisfaction.
• Perform additional duties as assigned.

Benefits

• Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed