Customer Service Manager

Company Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What we offer

• Impact - The work you do here matters to millions. 
• Growth - Philadelphia is growing, why not grow with it? 
• Diversity & Inclusion - Find a career in a place where everyone belongs.
• Benefits - We care about your well-being.

Agency Description

Philadelphia Parks & Recreation (PPR) advances the prosperity of the city and the progress of her people through intentional and sustained stewardship of over 10,200 acres of public land and waterways as well as through hundreds of safe, stimulating recreation, environmental, and cultural centers. PPR promotes the well-being and growth of the City’s residents by connecting them to the natural world around them, to each other, and to fun, physical, and social opportunities. PPR is responsible for the upkeep of historically significant Philadelphia events and specialty venues and works collaboratively with communities and organizations in leading capital projects and the introduction of inventive programming. To learn more about Philadelphia Parks & Recreation, visit us at www.phila.gov/parksandrec, and follow @philaparkandrec on Facebook, Twitter, Instagram, or Tumblr. 

Job Description

Position Summary 

Philadelphia Parks & Recreation’s Urban Forestry Unit is responsible for planting and maintaining trees in the 10,200 acre park system, planting and maintaining the 117,000 street trees along city streets, responding to tree emergencies in parks and on city streets, and working with residents to develop and implement community-based forestry projects.     

The Customer Service and Content Manager is a new position created as part of implementation of the Philly Tree Plan, a 10-year strategic plan for the equitable growth and care of Philadelphia’s urban forest.  This position will address communications and cultural barriers to help residents access and use City and partner services, develop and implement communications to highlight the importance of trees to public health and livability in the city, and celebrate the way communities engage with trees.  They will also manage customer service staff to provide residents with fast, proactive, and accurate information about PPR’s urban forestry efforts. 

Essential Functions 

• Hire, train, and manage a customer service representative,    

• Develop a system to monitor, track, and report out on customer service activities,  

• Along with subordinate staff, answer phone calls and emails from residents and provide information about a wide range of urban forestry topics, including the status of street tree service requests, support for resolving tree-related disputes between residents, available resources and programs, and job/career and volunteer opportunities,     

• Receive and route complaints about violations to tree protection requirements during development and utility work,    

• Use PPR’s Forest Asset Management System (FAMS),   

• Work with partners to develop collateral to inform community stakeholders in advance of public tree work and large capital and restoration projects impacting public trees,  

• Support Urban Forestry staff in developing outreach and education materials for events and programs,  

• Support creation of Philly Tree Plan progress reports to track progress toward implementation of the Philly Tree Plan,   

• Identify and implement opportunities to improve equity and accessibility in communication,  

• Create and manage urban forestry public awareness campaigns,    

• Work closely with the Communications Unit to identify opportunities and topics for regular blog posts, op-eds, and other materials to promote urban forestry throughout the year,   

• Hire and manage consultants as needed,  

• Manage the TreePhilly we