CharMeck 311 Customer Service Representative (CSR)

Date Opened: Wednesday, July 30, 2025 12:00 AM

Close Date: Tuesday, August 05, 2025 12:00 AM

Department: Housing & Neighborhood Services Department

Salary: $23.00 - $24.52 Commensurate with Experience

Welcome to the City of Charlotte

Charlotte is America’s 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

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. To view a video about CharMeck 311 use this link: A Day in the Life at CharMeck 311 | Charlotte, NC

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 ex