CustomerRevenue Service Assist

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

• Deliver exceptional customer service providing accurate transit service and routing information
• Respond to customer inquiries across multiple channels (phone in-person email)
• Manage customer inquiries concerns and complaints with professionalism and care
• Sell and process transit fare passes and tickets including handling refunds or exchanges when applicable
• Perform cash balancing and complete daily reconciliation forms
• Conduct research and prepare thorough responses and reports
• Escalate unresolved or complex issues to supervisors or appropriate departments per established protocols
• Distribute and explain transit-related materials to customers
• Stay informed of service changes route updates and pricing options to provide accurate information
• Contribute to a strong safety culture by reporting concerns per CATS Agency Safety Plan
• Work toward meeting departmental performance goals (e.g. response times resolution rates customer satisfaction)
• As part of your responsibility to support the CATS Safety Culture report safety concerns and issues through the various methods established by CATS as outlined in the ASP.

Qualifications & Skills

• Clear and effective communication skills (verbal and written)
• Strong math and cash-handling abilities
• Excellent interpersonal and teamwork skills
• Proficiency in Microsoft Office and ability to quickly learn new systems
• Minimum typing speed of 40 words per minute
• Strong time management and ability to meet deadlines
• Ability to stand walk bend kneel and lift up to 50 lbs. for extended periods
• Valid drivers license and ability to obtain/maintain a City Driving Permit
• Ability to understand and explain various CATS service types and pricing options
• Exceptional service mindset to represent CATS and support rider satisfaction

Preferred Qualification

• Associate degree in business or related field
• Ability to communicate effectively in Spanish verbally and in writing

Minimum Qualifications

• High School diploma or GED
• Six months of consecutive customer service call center experience or cash handling and guest service experience in financial services retail sales or a goal-oriented environment

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.