Community Service Representative Manager

Description

Community Service Representative Manager coordinates and facilitates the visible, welcoming and reassuring presence of a team of Center City District (CCD) Community Service Representatives (CSRs) as they engage those who work and live in Center City, as well as shoppers and tourists. Collectively, these efforts support the mission of the CCD to keep Center City clean, safe and attractive.  Team Leaders working with CSRs assure high quality point of contact public engagement, CSR visits to ground floor businesses and front-door office building, hotel and residential building staff in their assigned Service Areas, and place management problem-solving activities. Team Leaders oversee CSRs who publicly represent the CCD brand, while sharing, timely and useful information about the public space management services of the Center City District, as well as reporting public safety concerns of residents and businesses, including those observed by CSRs.

ESSENTIAL JOB FUNCTIONS
Our Community Service Representative Managers are outgoing and proactive coordinators and program facilitators with CSRs who actively engage those in Center City by communicating clearly and providing exceptional customer service to those seeking to enjoy the diverse cultural, business, restaurant and entertainment attractions of Center City or when assisting in resolving problems. Essential to this role is the ability to build a proactive public engagement team, involved in place management, customer service and reporting public safety concerns.  

KEY RESPONSIBITIES 

• Oversee and coordinate CSRs who serve as  Goodwill Ambassadors for the Center City District to our residents, building and business owners, workers, and visitors.
• Coordinate public outreach efforts across CSR Team Member Service Areas assuring high quality engagement with those seeking information and/or problem-solving assistance.
• Assure that the CSR team has an updated knowledge about Center City District, its’ office complexes, public services, surrounding areas, landmarks, transportation, local restaurants and other points of interest, updating the Team on these matters where appropriate.
• Oversee and assure CSR Teams’ active engagement of residents, workers, and visitors encountered in the Teams’ Service Areas.
• Identify potential community relations and public safety issues in the public environment and report such issues within the CCD and with other effected City Agencies, while reviewing Team members daily reports on these matters.
• Oversee CSR surveys within their respective Service Areas.
• Communicate effectively with peers and the Director, displaying accuracy and attention to detail in both verbal and written communications. 
• Actively listen and share critical, useful information to CSR Team Members and within the CCD.
• Assure that CSRs maintain all authorized CCD equipment, comply with the responsibilities and expectations for CCD employees, and adhere to CCD safety and use-of-force policies and procedures, and comply with all local, state and federal laws, as appropriate.
• Oversee CSR compliance with the confidentiality of all proprietary information, as well as information shared by the outside partners, as well as CCD policies and procedures and the Collective Bargaining Agreement.
• Achieve certification in CPR and First Aid procedures to assist members of the public in required situations. 

Requirements

 PHYSICAL REQUIREMENTS

• Ability, when communicating, to use a handheld, two-way radio requiring manual dexterity and other electronic devices provided by the CCD.
• Ability to walk and stand for extended periods in varied weather conditions.
• Must be able to carry a backpack with all required equipment totaling no more than ten (10) pounds, and lift and carry up to  20 lbs. 
• Must be able to observe activity within the CCD’s boundaries and report as appropriate.
• Must be able to work outside in inclement weather with moderate exposure to varied weather conditions.    

Other Qualifications

• Outgoing personality with excellent customer service skills.
• Excellent interpersonal skills.
• Excellent team leadership and supervision skills.
• Must be fluent in the English language in both oral and written communication, fluency in other languages a plus.
• Ability to work independently and well with others in a team environment and      support the CCD in a wide variety of activities.
•  At least two years of people management experience in customer service or related industry 
• Experience working with a CBA workforce is a plus. 
• Must have a driver license with a clean record and ability to maintain driving privileges.
• Experience managing and developing employees