Performance Specialist - TEMPORARY (11 months) #2204-236100-01

Customer Service Performance Management Section

Date Opened

Wednesday, October 26, 2022 8:00 AM

Close Date

Monday, November 07, 2022 11:59 PM

Section

Charlotte Water

Salary

$20.08 - $25.10/hour - Commensurate with experience

Employment Type

Full Time

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Overview

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.

Function

This position has cross-functional responsibility, authority, and accountability for the definition, planning, and execution of various assignments and projects in the Customer Service Division.

Summary

Specific responsibilities include analysis, evaluation, and on-going maintenance leading to the project genesis and post implementation. Additional duties include providing assistance and expertise to other tasks as determined by Performance Manager or Customer Service Manager.

This is a temporary position that will last approximately 11 months.

Major Duties and Responsibilities

• Work independently and within a strong team culture.

• Manage and coordinate assigned projects and tasks in multiple tools.

• Serve as a single point of contact in the absence of the Performance Manager for internal groups within the division, fostering a team approach to issues and opportunities.

• Provide trend data to various Customer Service groups and Management team as needed.

• Facilitate and manage continuous communication to appropriate groups to keep them informed of project updates and status.

• Assist with tracking Customer Service group performance at team and individual levels.

• Support City of Charlotte, Charlotte Water, and Customer Service Division’s processes and standards.

• Produce assignments and projects status reports to Performance Management and CS Leadership.

• Coordinate with various process owners; evaluate processes for design, chart processes and procedures.

• Respond to requests from the Customer Service Quality Management Representative for assistance in achieving goals per quality management system requirements, supporting ISO 9001 certification.

• Perform other duties and special projects as assigned by management.

Knowledge, Skills & Abilities

• Progressively complex problem-solving experience

• Detail oriented and comfortable working in a fast-paced office environment

• Must be able to develop a clear understanding of relationships between Customer Service, 311 and other Charlotte Water customer support functions

• Must have strong oral and written communication skills and ability to converse with difficult citizens in a calm and thoughtful manner

• Superior organization skills and dedication to completing projects in a timely manner

• Must have knowledge of Customer Service systems and be proficient in Microsoft Office products with expertise in Microsoft Word, PowerPoint, Visio, and Excel

• Must have the ability to work without constant supervision

• Having the ability to analyze and revise operating practices to improve efficiency is a plus

Preferred Qualification

• Bachelors degree

Minimum Qualifications

• High School Graduation or Equivalent

• Three (3) years of relevant work experience

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.

As of October 1, 2021:

The City of Charlotte requires proof of COVID-19 vaccination as a condition of employment for any new City of Charlotte employees. The City is an Equal Opportunity Employer, and as such, will consider reasonable accommodations as required by law.

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.

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.

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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