Customer/Revenue Service Specialist

Date Opened: Friday, June 13, 2025 12:00 AM

Close Date: Friday, July 04, 2025 12:00 AM

Department: Charlotte Area Transit System Department

Customer Service

Salary: $24.43 - $30.54 Commensurate with Experience

SUMMARY

The City of Charlotte and Charlotte Area Transit System’s (CATS)Customer Service Department is seeking a Customer Service Specialist to provide excellent customer service supporting the Call Center and Pass Sales supervisors. This person will play a crucial role in maintaining positive customer relationships, resolving on the job issues, and improving overall customer satisfaction by providing continued trainings for team members. You will be responsible for maintaining high-quality service standards and collaborating with customer service team/manager to improve overall customer support processes. Position will also require you to act as a floater to work in various customer service departments as needed, assist with outlet distribution, and schedule delivery. This position will report to the CATS Customer Service Supervisors.

Major Duties and Responsibilities:

• Train and motivate a team of customer service representatives within CATS customer service.

• Provide training and development opportunities to enhance team members' skills and product knowledge.

• Assist with new hire orientation for City and CATS employees on customer service practices.

• Backup pass sales, lost & found, and call center staff as needed

• Assist with pass sales, distribution, and reconciliation for outlet locations

• Gather and analyze customer feedback to gain insights into pain points and areas for improvement.

• Assist with implementation strategies to enhance customer satisfaction and loyalty based on feedback.

• Communicate effectively with management to ensure a unified approach to customer support.

• Collaborate with Call Center and Information Center Supervisors to relay customer insights and feedback.

• Participates and/or assists in supervisory activities such as communicating performances issues.

• Prepare regular reports on team performance.

  Present findings and recommendations to senior management.

• Assist in creating and updating the customer service manual and policies.

• Assist with daily sales reporting and reconciliation.

• 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.

Knowledge, Skills, Abilities

• In-depth understanding of customer service principles and practices.

• Proficiency in addressing customer inquiries, complaints, and resolving issues effectively.

• Excellent verbal and written communication skills.

• Ability to communicate clearly, empathetically, and professionally with customers and team members.

• Skill in adapting communication style to suit different situations and personalities.

• Empathetic attitude to understand customers' concerns and needs.

• Patience in dealing with challenging or upset customers while maintaining professionalism.

• Proficiency in resolving conflicts and managing difficult situations with customers and within the team.

• Skill in de-escalating tense situations and finding mutually beneficial solutions.

• Ability to analyze customer service data and metrics to identify trends, areas for improvement, and performance gaps.

• Skill in preparing and presenting regular reports to upper management.

• Effective time management skills to handle multiple tasks, prioritize activities, and meet deadlines.

• Ability to allocate resources efficiently to optimize service delivery.

• Ability to acclimate and work confidently in various work environments, i.e. call center or pass sales.

• Collaboration skills to work closely with cross-functional teams such as sales, marketing, and product development.

• Willingness to share knowledge and best practices with team members.

• Dedication to continuously improving processes and procedures to enhance the customer service function.

• Openness to receiving feedback and adapting strategies accordingly.

• Awareness and respect for cultural differences to provide a positive customer experience to a diverse customer base.

Preferred Qualifications

• Banking knowledge

• Transit industry knowledge

• Ability to perform in both customer service areas i.e. pass sales, call center, and