CharMeck 311 Customer Service Representative (CSR)

Date Opened: Tuesday, April 01, 2025 12:00 AM

Close Date: Tuesday, April 08, 2025 12:00 AM

Department: Housing & Neighborhood Services Department

Salary: $23.00 - $29.91 Commensurate with Experience

SUMMARY

The City of Charlotte is the largest municipality in North Carolina and the 15th largest city in the United States, with a total population of more than 897,000 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

Housing & Neighborhood Services focuses on creating vibrant, diverse neighborhoods through the delivery of five major service areas: Community Engagement, which works to create successful neighborhoods where people of diverse backgrounds and incomes can build successful lives; Code Enforcement, which works to improve the appearance of communities and maintain standards of living; Housing Services, which provides housing and other programs and services for families residing in the City of Charlotte; CharMeck311, which provides important information and services for customers in the City of Charlotte and Mecklenburg County; and Youth Programs, which works with youth and young adults in the community to provide resources and opportunities for growth and upward mobility.

Summary:

The CharMeck 311 Contact Center Representative (CSR) is responsible for receiving and processing inbound calls from the citizens of Charlotte and Mecklenburg County.  CSRs either provide requested information, connect the citizen to someone that can help them or enter a service request for resolution. CSRs are required to provide a stellar level of customer service and satisfaction with each contact. It is imperative that CSRs provide accurate and complete information while remaining calm and professional.

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 Graduate or Equivalent

CONDITIONS OF EMPLOYMENT

The City’s 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 hist