311 Contact Center Representative #2007-206600-02

The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 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 work.  

Charlotte’s local government, with more than 7,000 employees and a $2.39 billion budget, works hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play.

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, Office of Equity, Mobility, and Immigrant Integration, which advances upward mobility, immigrant services, diversity, equity and inclusion, 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, and CharMeck 311, which provides important information and services for customers in the City of Charlotte and Mecklenburg County.
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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

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

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

High school diploma or equivalent and one year of relevant work experience is required

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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 participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer.

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 we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.

The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.