Resident Service Manager

RESIDENT SERVICE MANAGER SALARY:
Minimum: $68,507 per year
** Position will typically hire at minimum pay and follow a step progression to maximum
** DISTINGUISHING FEATURES OF WORK: (See online posting for complete job description)
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, aswell as financial tasks such as processing invoices and requisitions. This role additionally answers Monday.comand resident inquiries, assists Neighborhood Liaisons with responses to resident inquiries, coordinates withother 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.

DUTIES AND 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  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

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.

EXPERIENCE AND TRAINING:

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.

LICENSING REQUIREMENTS:

MCAT - Michigan Certified Assessing Technician Certification

PARTS AND WEIGHTS OF THE EXAMINATION:

Oral 100%
POST-EMPLOYMENT OFFER REQUIREMENTS:

Satisfactory completion of background check (sex offender registry if applicable) and a pre-employment physical and drug screen that tests for illegal drugs as defined by the Federal Drug Free Workplace Act.

All appointees are subject to a one-year probationary period.
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