CharMeck 311 Customer Service Representative

City of Charlotte•Charlotte, NC

2d•$24 - $0

About The Position

The CharMeck 311 Contact Center Representative (CSR) is responsible for receiving and processing inbound calls from the citizens 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. 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.

Requirements

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.
High school diploma or equivalent.

Nice To Haves

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.
Bilingual skills (Spanish/English) a plus

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, 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.