CharMeck 311 Customer Service Representative

Welcome to the City of Charlotte

Charlotte is Americas Queen City opening her arms to a diverse and inclusive community of residents businesses and visitors alike. Here you will find a safe family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety health and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork openness accountability productivity and employee development

• Providing all customers with courteous responsive accessible and seamless quality services

• Taking initiative to identify analyze and solve problems

• Collaborating with stakeholders to make informed decisions

SUMMARY

Major Duties and Responsibilities:

• Answer incoming calls for citizens requesting information and services in a high volume fast-paced call center environment.
• Utilize all available tools and resources to provide high quality customer service.
• Maintain a positive empathetic and professional tone towards callers and staff.
• Respond promptly to customer inquiries.
• Work any schedule as assigned during call center hours while maintaining excellent attendance.
• Communicate and collaborate with colleagues as necessary.
• Represent CharMeck 311 in community activities and events.
• This position is considered essential. The 311 Contact Center Rep may be asked to work when other City offices are closed due to bad weather or other significant events.

Knowledge Skills & Abilities:

• Previous experience demonstrating the ability to work with a sense of urgency in a fast-paced environment.
• Strong computer skills with the ability to use up to 15 different applications and provide comprehensive service.
• Strong work ethic with the ability to handle confidential and personal identifiable information.
• Handle difficult callers and be able to communicate difficult messages clearly and professionally.
• Positively receive feedback and implement changes based on the information received.
• Adhere to daily schedule.
• Meet and/or exceed individual performance measures which include quality schedule adherence and attendance.
• Followed outlined policies procedures and expectations.

Preferred Qualifications:

• Previous experience working in a fast-paced call center preferred.
• Experience in customer service account analysis.
• Ability to utilize multiple software applications to assist citizens with their requests.
• Bilingual skills (Spanish/English) a plus

Minimum Qualifications:

High school diploma or equivalent.

CONDITIONS OF EMPLOYMENT

The Citys Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes but is not limited to: reference checks social security verification education verification criminal conviction record check and if applicable a credit history check sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidates written authorization before obtaining a criminal background report motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process candidates may be asked to take a skills test and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race religion color sex national origin marital status age disability sexual orientation political affiliation or on the basis of actual or perceived gender as expressed through dress appearance or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby where self-service application kiosks are available. They are located in our office at 700 East 4th Street Suite 200 Charlotte NC 28202. We are open Monday through Friday from 9:30 a.m. to 3:30 p.m. (EST) excluding official City holidays.

For questions about your application or the hiring process please email .

The City of Charlotte is committed to making our services and programs accessible to all. Upon request auxiliary aids written materials in alternate formats language access and other reasonable accommodations or modifications will be provided. To make a request please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Clickhereto learn more about the City of Charlottes benefits.

The City of Charlotte is a drug and alcohol-free workplace.