Resident Service Manager

City of Dearborn Career Opportunities•Dearborn, MI

1d•Onsite

About The Position

This position is responsible for overseeing the Resident Services Representative team, ensuring residents receive prompt, polite, and accurate assistance by phone and in person. This role is responsible for training staff on city procedures, managing day-to-day operations, and coordinating schedules to maintain full and equitable service coverage, serving as the lead resource for quality control, staff support, and continuous service improvement. The Resident Services Manager also performs general office duties, including ordering department supplies, as well as financial tasks such as processing invoices and requisitions. This role additionally answers Monday.com and resident inquiries, assists Neighborhood Liaisons with responses to resident inquiries, coordinates with other departments (including upper-level staff), participates in the Resident Services Representative hiring process, and may help implement and manage new technology and software within the department.

Requirements

High School Diploma or equivalent (G.E.D.); or, all required certification(s) and four (4) years of related experience in the fields of customer service, technology, and/or leadership and management; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.
MCAT - Michigan Certified Assessing Technician Certification

Responsibilities

Supervises the Resident Services Representative team, including but not limited to: prioritizing and assigning work; creating and coordinating staff trainings; overseeing and creating staff schedules, and supporting personnel procedures
Monitors quality of service to ensure that residents receive accurate, courteous, and timely responses, ensuring compliance with department policies, city procedures, and professional conduct expectations
Cross-trains with and processes basic service requests or transactions for various City departments, including but not limited to: Community Relations, Public Works, Economic Development, and Assessing
Develops and maintains reference materials and resources to support staff in answering resident questions
Tracks service trends and escalated issues to identify recurring concerns or areas for improvement, including preparing operational summaries and reports on service volume, staff performance, and resident satisfaction.
Answers resident inquiries via Monday.com and other various city platforms
Assists Neighborhood Liaisons with responses to resident inquiries
Participates in the Resident Services Representative hiring process and leads onboarding and mentorship of new Resident Services staff members to ensure a consistent understanding of service standards
Performs general office duties, including but not limited to: ordering department supplies and processing invoices and requisitions
May help implement and manage new technology and software within the department
Demonstrates regular and predictable attendance, including attendance at required meetings