Overview
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.
Function
Professional
Summary
Solid Waste
Services Department is one of the largest municipal collection systems in the
southeastern United States. Solid Waste Services offers curbside collection of
garbage, recycling, yard waste and bulky waste for single-family residences and
multi-family communities; right-of-way litter picking and cleaning throughout
the City; small business garbage; and a host of other special collection
services.
The City of Charlotte, Solid Waste Services Department is seeking an experienced Customer Service Manager. The Customer Service Manager will coordinate and supervise the daily activities of the customer service team which consists of providing support services to employees, residents and other internal and external customers. Sets
priorities for the team to ensure task completion and coordinates work
activities with other supervisors. Position requires flexibility to provide support for special events and/or emergency response.
Major Duties and Responsibilities
- Provides organizational and business
support for the Customer Service division within Solid Waste Services.
- Propose recommendations for
improvement and works with internal and external
stakeholders.
- Organizes, prioritizes, facilitates,
and monitors the operational workflow of assignments including establishing and
distributing assignments and support documents, maintaining comprehensive
notes, and tracking systems, responding to inquiries, and facilitating
communications between parties.
- Oversees and manages the daily
operations of the Customer Service division
- Oversee the department’s collaboration
with CharMeck 311 to ensure departmental policies and procedures are accurately
communicated to the residents we serve via CharMeck 311’s representatives
- Manages the department’s dispatch team
to ensure field activity and operational needs are met
- Manages the support staff responsible
for completing daily reports on calls for service, route completion and
breakdowns
- Serves as the point-of-contact for
residents, other departments, and as a departmental liaison to the City Manager
and elected officials in the Mayor’s and City Council office
- Responsible for handling customer feedback tickets
- Responsible for handling resident
compliments
- Responsible for resolving escalated
resident phone calls and complaints
- Oversees and assists with analyzing
and entering data
- Conducts research; develop policies
and strategies under the direction of leadership; performs quantitative and
qualitative analysis of the effects of these policies
- Performs administrative processes and
requests to support daily operations including creating spreadsheets, charts,
presentations, and reports.
- Coordinates, monitors, reviews, and
implements various business projects and activities including processing and
analyzing data for a variety of business initiatives.
- Schedules meetings, prepares and
distributes meeting agendas, records notes, and distributes meeting minutes.
- Assist with planning, developing, and
implementing strategies
- Performs other duties as assigned.
Knowledge, Skills & Abilities
- Knowledge of:
- Administrative and clerical
procedures, methods, and computer equipment
- Basic PC based software applications
and business software
- Data analysis, research methods, and
statistics
- Video conferencing software and
applications
- Supervisory principles, practices,
techniques and evaluating staff performance
- Business and management principles
involved in strategic planning, resource allocation, leadership technique,
production methods, and coordination of people and resources
·
Skill in:
Ability to:
- Handle dynamic timelines
- Understand and carry out oral and
written directions
- Accurately organize and maintain paper
documents and electronic files
- Maintain the confidentiality of
information and professional boundaries
- Communicate clearly and concisely in
written and verbal communication
- Collaborate with other teams
- Prepare and format management reports
and make presentations
- Analyze administrative problems, make
sound recommendations, and prepare working procedures
- Come up with proactive solutions and
critical thinking
- Carry out assignments using own
initiative and minimal instructions
- Plan, direct and work as a team with
colleagues as well as establish effective working relationships with other
employees, staff, and the public
Preferred Qualification
•Excellent analytical and problem-solving skills
•3–5 years of supervisory experience
•7-10 years of customer service experience
Minimum Qualifications
High School Graduate or Equivalent and seven years related work experience or an Associate's Degree and five years related work experience or a Bachelor's Degree and three years related work experience or a Master's Degree and one year related work experience
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 participate in other assessments.
The City of Charlotte is an Equal Opportunity Employer.
How To Apply
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.
Benefits
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.
In Conclusion
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