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.
Essential Duties & Responsibilities:
• 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.
