Resident Service Manager

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    "description": "<p style=\"text-align:center\"><span style=\"font-family:Arial,sans-serif\"><strong>RESIDENT SERVICE MANAGER</strong></span></p>\n\n<p>&nbsp;</p>\n\n<p><span style=\"font-family:Arial,sans-serif\"><strong><u>SALARY:</u></strong> &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Minimum:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; $68,507 per year</span></p>\n\n<p>&nbsp;</p>\n\n<p style=\"text-align:center\"><span style=\"font-family:Arial,sans-serif\"><u>**Position will typically hire at minimum pay and follow a step progression to maximum**</u></span></p>\n\n<p>&nbsp;</p>\n\n<p><span style=\"font-family:Arial,sans-serif\"><strong><u>DISTINGUISHING FEATURES OF WORK:</u></strong> (<em>See online posting for complete job description</em>)</span></p>\n\n<p><span style=\"font-family:Arial,sans-serif\"><span style=\"color:black\">This position is responsible for </span>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.</span></p>\n\n<p>&nbsp;</p>\n\n<p><span style=\"font-family:Arial,sans-serif\">The Resident Services Manager also performs general office duties, including ordering department supplies, as</span></p>\n\n<p><span style=\"font-family:Arial,sans-serif\">well as financial tasks such as processing invoices and requisitions. This role additionally answers Monday.com</span></p>\n\n<p><span style=\"font-family:Arial,sans-serif\">and resident inquiries, assists Neighborhood Liaisons with responses to resident inquiries, coordinates with</span></p>\n\n<p style=\"text-align:justify\"><span style=\"font-family:Arial,sans-serif\">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.</span></p>\n\n<p style=\"text-align:justify\"><span style=\"font-family:Arial,sans-serif\"><strong><u>DUTIES AND RESPONSIBILITIES:</u></strong></span></p>\n\n<ul>\n\t<li><span style=\"font-family:Arial,sans-serif\">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</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">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</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">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</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Develops and maintains reference materials and resources to support staff in answering resident questions</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">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.</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Answers resident inquiries via Monday.com and other various city platforms</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Assists Neighborhood Liaisons with responses to resident inquiries</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">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</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Performs general office duties, including but not limited to: ordering department supplies and processing invoices and requisitions</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">May help implement and manage new technology and software within the department</span></li>\n\t<li><span style=\"font-family:Arial,sans-serif\">Demonstrates regular and predictable attendance, including attendance at required meetings</span></li>\n</ul>\n\n<p><span style=\"font-family:Arial,sans-serif\">This job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the business needs of the department.</span></p>\n",
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