Administrative Officer Lead #2408-200900-01

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.

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.

• 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 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:

• Interpersonal skills necessary to develop and maintain effective and appropriate working relationships
• Performing a variety of duties, often changing from one task to another of a different nature
• Providing excellent customer service
• Organization and time management
• Collaboration and teamwork
• Troubleshooting and problem-solving techniques
• Attention to detail
• Leadership skills

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

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.