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CharMeck 311 Contact Center Representative (CSR) Trainee #2208-003400-01

INTERNSHIP-Career Training Academy Trainee

Date Opened
Friday, August 26, 2022 11:35 AM
Close Date
Monday, September 05, 2022 11:59 PM
Section
Housing & Neighborhood Services
Salary
  • $18.00 per hour
Employment Type
  • Internship
Go Back View Benefits

Introduction

Charlotte’s local government, with more than 7,000 employees and a $2.39 billion budget, works hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play.

Housing & Neighborhood Services focuses on creating vibrant, diverse neighborhoods through the delivery of five major service areas: Community Engagement, which works to create successful neighborhoods where people of diverse backgrounds and incomes can build successful lives, Office of Equity, Mobility, and Immigrant Integration, which advances upward mobility, immigrant services, diversity, equity and inclusion, Code Enforcement, which works to improve the appearance of communities and maintain standards of living, Housing Services, which provides housing and other programs and services for families residing in the City of Charlotte, and CharMeck 311, which provides important information and services for customers in the City of Charlotte and Mecklenburg County.



Function

The intern must be able to commit to the full twelve-month assignment and be available to work a designated weekly/hourly schedule. The training will include exposure to the CharMeck 311 division in addition to gaining workplace readiness skills.

Summary

The CharMeck 311 Contact Center Representative (CSR) Trainee 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.

Employment Type: Full-time

Program Benefits: Assigned mentor/trainer; workplace-ready certification, financial literacy, career pathing, wellness programs, on-site gym

Major Duties and 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 CharMeck 311 CSR Trainee may be asked to work when other City offices are closed due to bad weather or other significant events

Knowledge, Skills & Abilities

  • The ability to work with a sense of urgency in a fast-paced environment
  • Computer skills with the ability to learn different applications and provide comprehensive service
  • Strong work ethic with the ability to handle confidential and personal identifiable information
  • Ability to learn how to handle difficult callers and be able to communicate difficult messages clearly and professionally
  • Ability to learn how to receive feedback effectively and implement changes based on the information received
  • Adhere to daily schedule
  • Meet individual performance measures, which include quality, schedule adherence and attendance
  • Follow outlined policies, procedures and expectations

Minimum Qualifications

High School Graduate or Equivalent

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.

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


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

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.

You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.

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

If you have technical issues submitting your application, click here.