Customer/Revenue Service Specialist #2404-012800-02

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.

The City of Charlotte and Charlotte Area Transit System’s (CATS) Customer Service Department is seeking a Customer Service Specialist to provide excellent customer service supporting the Call Center and Pass Sales supervisors. This person will play a crucial role in maintaining positive customer relationships, resolving on the job issues, and improving overall customer satisfaction by providing continued trainings for team members. You will be responsible for maintaining high-quality service standards and collaborating with customer service team/manager to improve overall customer support processes. Position will also require you to act as a floater to work in various customer service departments as needed, assist with outlet distribution, and schedule delivery.

This position will report to the CATS Customer Service Manager.

Team Leadership:

• Train and motivate a team of customer service representatives within CATS customer service.
• Provide training and development opportunities to enhance team members' skills and product knowledge.
• Assist with new hire orientation for City and CATS employees on customer service practices.

• Gather and analyze customer feedback to gain insights into pain points and areas for improvement.
• Assist with implementation strategies to enhance customer satisfaction and loyalty based on feedback.

• Communicate effectively with management to ensure a unified approach to customer support.
• Collaborate with Call Center and Information Center Supervisors to relay customer insights and feedback.
• Participates and/or assists in supervisory activities such as communicating performances issues.

• Prepare regular reports on team performance.
• Present findings and recommendations to senior management.
• Assist in creating and updating the customer service manual and policies.

• 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.

Customer Service Expertise:

• In-depth understanding of customer service principles and practices.
• Proficiency in addressing customer inquiries, complaints, and resolving issues effectively.

Communication Skills:

• Excellent verbal and written communication skills.
• Ability to communicate clearly, empathetically, and professionally with customers and team members.
• Skill in adapting communication style to suit different situations and personalities.

Empathy and Patience:

• Empathetic attitude to understand customers' concerns and needs.
• Patience in dealing with challenging or upset customers while maintaining professionalism.

Conflict Resolution:

• Proficiency in resolving conflicts and managing difficult situations with customers and within the team.
• Skill in de-escalating tense situations and finding mutually beneficial solutions.

Data Analysis and Reporting:

• Ability to analyze customer service data and metrics to identify trends, areas for improvement, and performance gaps.
• Skill in preparing and presenting regular reports to upper management.

Time Management and Prioritization:

• Effective time management skills to handle multiple tasks, prioritize activities, and meet deadlines.
• Ability to allocate resources efficiently to optimize service delivery.
• Ability to acclimate and work confidently in various work environments, i.e. call center or pass sales.

Team Collaboration:

• Collaboration skills to work closely with cross-functional teams such as sales, marketing, and product development.
• Willingness to share knowledge and best practices with team members.

Continuous Improvement:

• Dedication to continuously improving processes and procedures to enhance the customer service function.
• Openness to receiving feedback and adapting strategies accordingly.

Cultural Sensitivity:

• Awareness and respect for cultural differences to provide a positive customer experience to a diverse customer base.

• Banking knowledge
• Transit industry knowledge
• Ability to perform in both customer service areas i.e pass sales, call center, and lost and found

Requires a high school diploma or equivalent with three to five years of experience or a two-year college degree with three years’ experience or a bachelor's degree in business management, or a related field (or equivalent work experience). Flexibility to adapt to changing business needs and customer expectations.

• Proven experience in customer service management or a similar role.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
• Analytical mindset with the ability to use data to drive improvements.
• Exceptional conflict resolution and negotiation skills.

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.

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.