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At Jacobs, we challenge what is currently accepted, so we can shape innovative and lasting solutions for tomorrow. Through the delivery of our operations and maintenance services, you’ll make it simpler and more seamless for our municipal clients to operate safely and efficiently, empowering communities to focus on what matters most to them - people

The role of a Citizen Responder is to provide a visible link between the City of Centennial departments and the general public in order to maintain a consistent and high-quality level of customer support for the City of Centennial. The incumbent must receive and respond tactfully and resourcefully in the process of seeking resolution to inquiries and issues/complaints that are reported by customers to the Citizen Response Center (CRC). The Citizen Responder will also monitor compliance with performance standards, provide reports through the CRM system, and will assist with managing the Service Request and Work Order process/application in support of all project divisions.

Essential Duties and Responsibilities

* As a Citizen Responder, receive complaints or inquiries via telephone, electronic mail. mobile app, and web requests from the public and provide answers, if known or through research, make the proper referral to an outside agency or resource, or issue the appropriate service request to the field crews.

* Assist all department heads in working with citizens and community groups to resolve neighborhood concerns.

* Conduct research and prepare correspondence in response to internal and public inquiries or issues and concerns.

* Maintain knowledge of various issues, projects, and events surrounding the City.

* Coordinate resources to respond to citizen’s questions and concerns.

* Assist the department with preparing and analyzing weekly and monthly reports, generated through the CRM system, that monitors compliance with performance standards by reviewing data entry for accuracy and completeness on a daily, weekly, and monthly basis.

* Perform data entry in the CRM system to initiate new requests, update service requests and reporting parties, and close work requests/work orders as necessary.

* Performs other similar duties as assigned.

Here is what you’ll need:

* High School diploma or GED

* Three (3) years call center or customer service experience.

* Basic knowledge of Microsoft Office Suite applications

* Ability to clearly and concisely communicate verbally and in writing with customers, office and field personnel

Ideally, you’ll also have:

* Thorough knowledge of Microsoft Office Suite applications

* Experience working with CRM applications and/or Service Request/Work Order systems.

* Strong interpersonal communication and relationship skills, the ability to interpret, apply, and explain work management procedures.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Must be committed to a high standard of safety and be willing and able to comply with all safety laws and all safety policies and rules and must be willing to act on and/or report safety violations and potential safety violations to appropriate supervisory or management personnel.

Incumbent is expected to meet attendance standards as determined by management. Must be available and willing to work on either a part-time or full-time basis according to the assigned schedule and must be available and willing to work overtime (including daily, weekend and holidays) as determined by management as necessary to meet the business needs.

The employee will perform most duties in a typical office environment. The noise level in the office environment is usually quiet. Job requires employee to perform duties at company site.

Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws and supplemental language.