CharMeck 311 Customer Service Representative

Date Opened: Tuesday, January 27, 2026 12:00 AM

Close Date: Monday, February 02, 2026 12:00 AM

Department: Housing & Neighborhood Services Department

Salary: $24.00 - $0.00 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 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 diploma 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 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 candidate’s 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 pa