The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 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.
This position performs duties as primary outreach person to resolve complex citizen service issues and serves as the contact for department-wide escalated citizen requests.
Initiates citizen contact and follows the citizen’s concern throughout the resolution process, as well as document all steps in the citizen interaction. Updates the appropriate, Mayor, Councilmembers, City Manager or Department Director as necessary throughout the resolution process.
Major Duties and Responsibilities
• Serves as the main point of contact for all Department and Customer Service escalated issues which are referred by the Mayor, Councilmembers, City Manager, and Department Director.
• Works directly with citizens and necessary City departments to resolve complex citizen issues that have escalated beyond 311 (supervisors, E-Team, and/or management) and Account Services.
• Reports escalation trends, identify root cause of complaints and report findings to Performance and Customer Service Manager.
• Recommends future or refresher training modules for staff and process improvements based on escalations analysis.
• Maintains positive relationships with City Manager’s office, City Councilmembers and the Mayor’s office to address escalated citizen concerns.
• Documents all citizen contact and recommended course of action as well as citizen comments in account record.
• Performs outreach to citizens with complaints or problems to facilitate optimal resolution.
• Assists with high bill investigations as needed and requested.
• Attend special events such as HOA and public meetings, and community resource fairs (potentially after hours or on weekends) to provide on-site billing and escalation assistance.
Knowledge, Skills & Abilities
• Knowledge of Microsoft Office Suite, utility billing systems, and GIS.
• Knowledge of word processing, spreadsheet, and database programs.
• Knowledge of customer service and escalation handling.
• Knowledge of telephone systems.
• Skill in communicating, both verbally and in writing.
• Skill in establishing interpersonal effective working relationships.
• Ability to work on multiple tasks within a team atmosphere.
• Ability to plan, direct, and oversee the work of others as assigned.
• High school diploma or GED; Associate degree or college coursework preferred.
• Three (3) years of progressively complex problem-solving customer service experience.
Licenses, Certifications or Registrations:
• Requires valid driver’s license, depending on assigned area.
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
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.
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