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CharMeck 311 Contact Center Representative #2406-206600-01

Applicants for 311 CSR in May 2024 are still active.

Date Opened
Wednesday, June 05, 2024 2:15 PM
Close Date
Monday, June 10, 2024 4:37 PM
Section
Housing & Neighborhood Services
Salary
  • $23 per hour
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Introduction

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.

Overview

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; 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; CharMeck 311, which provides important information and services for customers in the City of Charlotte and Mecklenburg County; and Youth Programs, which works with youth and young adults in the community to provide resources and opportunities for growth and upward mobility.

Summary

The CharMeck 311 Contact Center Representative (CSR) is responsible for receiving and processing inbound calls and chats from the residents 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 by another City or County department. 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.

Candidates who applied for the CharMeck 311 Contact Center Representative (CSR) position in May 2024 do not need to submit an additional application.

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, patient, and professional tone towards callers and staff.
  • Respond promptly to customer inquiries. 
  • Work the assigned 40-hour weekly schedule while maintaining excellent attendance. 
  • Communicate and collaborate with colleagues as necessary.

Knowledge, Skills & Abilities

  • The ability to use a computer to retrieve information for residents and enter service requests accurately in multiple software applications with training.
  • 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 work schedule. 
  • Meet and/or exceed individual performance measures, which include quality, schedule adherence and attendance. 
  • Follow outlined policies, procedures and expectations.

Preferred Qualification

  • Previous customer service experience .
  • Ability to utilize multiple software applications to assist citizens with their requests.
  • Bilingual (Spanish/English) preferred, but not required.

Minimum Qualifications

High School Graduate 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 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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