Job description

HKA is working on behalf of Jacobs and this role is to support Jacobs’ work through HKA.

General Statement
The purpose of this position is to provide a visible link between the City of Centennial departments and the general public and to support to the Citizen Response Center (CRC). The incumbent must receive and respond tactfully and resourcefully in the process of seeking resolution to inquiries, issues and complaints reported by customers to the CRC. The Citizen Response Center Team Lead also assists the IT Manager by overseeing the daily activities/operations of a team of Citizen Responders and Customer Service Associates who handle incoming and outgoing customer communications.

Essential Duties and Responsibilities

• Assist all department heads in working with citizens and community groups to resolve neighborhood concerns.
• Using customer relationship management software (CRM) to document all customer interactions.
• Receive inquires 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.
• Conduct research and prepare correspondence in response to internal and public inquiries.
• Maintain knowledge of various issues surrounding Public Works, City Events, City Council Districts, etc.
• Coordinate resources to respond to citizens’ questions and concerns.

As a Citizen Response Center Team Lead

• Monitor compliance with performance standards, provide reports through the work management system and assist with managing work order system asset modules in support of all project divisions.
• Training new and existing Citizen Responder team members.
• Assist in the 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.
• Assist team members with resolving escalated or complex inquiries.
• Provide guidance, coaching, and mentoring to all team members.
• Serve as a subject matter expert for the Citizen Response Center policies and procedures.
• Consult with the supervisor on all process flow change requests, team conflicts, or any other area of personnel or procedural concern.
• Suggesting new procedures to improve customer service delivery.
• Assists supervisor with day-to-day operational needs and escalation support, as needed or assigned.
• Serves as the point of contact when the supervisor is out of the office for any day-to-day concerns, upset callers, and daily operations.
• Assists in motivating team members to meet goals and provide a fun and open work environment.
• Where possible provides an additional layer of general technical support as it relates to the project support needs (i.e. Password Resets, General computer technical support, application support, etc.)
• Perform other similar duties as assigned.

Basic Qualifications

• High School diploma or GED
• Five (5+) years office business systems and data analysis experience, including but not limited to the Microsoft Office Suite of applications.
• 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.

Preferred Qualifications

• Two (2+) Years Municipal Government Experience.
• Associate degree in Communications or Business Administration or Equivalent.
• Two (2) years technical support experience is a plus.

Job Types: Full-time, Contract

Pay: $26.44 - $28.50 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Office Business Systems: 5 years (Required)
• Call center: 5 years (Required)
• Municipal Government: 1 year (Preferred)
• Technical Support: 1 year (Preferred)

License/Certification:

• Driver's License (Required)

Work Location: One location

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