Customer/Revenue Service Assist

City of Charlotte•Charlotte, NC

2d•Hybrid

About The Position

Welcome to the City of Charlotte. Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents. Our guiding principles include: Attracting and retaining a skilled and diverse workforce Valuing teamwork, openness, accountability, productivity, and employee development Providing all customers with courteous, responsive, accessible, and seamless quality services Taking initiative to identify, analyze, and solve problems Collaborating with stakeholders to make informed decisions. The Charlotte Area Transit System (CATS) is seeking motivated, dependable, and professional Customer Service Representatives for the CATS Transit Center and CATS Call Center. The Customer Service Representative serves as a bridge between CATS and the citizens of Charlotte, answering questions pertaining to bus routes, pass sales, customer inquiries, and complaints. The schedule for Wednesday – Friday 10am-7pm and Saturday and Sunday 7am-4pm and is subject to change based on the needs of the Customer Service Division. Employees may be subject to split shifts, working on weekends and holidays, and during adverse weather conditions. As an employee of CATS, you are required to make provisions to accommodate these schedule changes. You are required to attend all mandatory training, meetings, and safety briefings offered by CATS.

Requirements

Previous Call Center Customer Service experience
Clear and effective communication skills (verbal and written)
Excellent interpersonal and teamwork skills
Proficiency in Microsoft Office and ability to quickly learn new systems
Minimum typing speed of 40 words per minute
Strong time management and ability to meet deadlines
Ability to understand and explain various CATS service types and pricing options
Exceptional service mindset to represent CATS and support rider satisfaction
High School diploma or GED
Six months of consecutive customer service call center experience or cash handling and guest service experience in financial services, retail sales, or a goal-oriented environment

Nice To Haves

Associate degree in business or related field
Ability to communicate effectively in Spanish verbally and in writing

Responsibilities

Deliver exceptional customer service, providing accurate transit service and routing information
Respond to customer inquiries across multiple channels (phone, email, mail)
Manage customer inquiries, concerns, and complaints with professionalism and care
Conduct research and prepare thorough responses and reports
Escalate unresolved or complex issues to supervisors or appropriate departments per established protocols
Distribute and explain transit-related materials to customers
Stay informed of service changes, route updates, and pricing options to provide accurate information
Contribute to a strong safety culture by reporting concerns per CATS Agency Safety Plan
Work toward meeting departmental performance goals (e.g., response times, resolution rates, customer satisfaction)
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.