Community Service Representative Manager

Center City District (CCD) is seeking a Community Service Representative Manager to coordinate and facilitate the visible, welcoming and reassuring presence of a team of 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 managing 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.