Customer/Revenue Serv. Assist #2301-012600-01

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.

The Charlotte Area Transit System (CATS) is seeking a motivated, dependable, and professional call center representative. The customer service call center representative serves as a bridge between CATS and the citizens of Charlotte, answering questions pertaining to bus routes, pass sales, customer inquiries and complaints.

The schedule for Monday through Friday is subject to change based on the needs of the Customer Service Division. The schedule for Saturday and Sunday is 7am to 4pm. Employees may be subject to split shifts, working weekends, holidays and during adverse weather conditions. As an employee of CATS, you are required to make provisions to accommodate these schedule changes. You are required to attend all mandatory trainings, meetings, and safety briefings offered by CATS, even on your scheduled days off.

• Provide exceptional customer service in the CATS Call Center by answering questions regarding transit services and route information. Receive and resolve customer complaints
• Manage the selling of passes and tickets for transit service
• Research and provide detailed information
• Prepare correspondence to customers and internal staff
• Be cross trained to perform duties in the CATS Transit Center as it relates to receiving payments for transit passes
• Perform close out/balance receipts
• Complete daily accounting sheets
• Distribute and explain transit related material to customers
• 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

• Ability to communicate effectively verbally and in writing
• Strong mathematical skills
• Demonstrate strong interpersonal skills
• Computer proficiency with the ability to learn new technology as required
• Must be able to type 40 words per minute
• Proficient computer skills (Microsoft Office Suite)
• Demonstrate the ability to prioritize, and complete assignments in a timely manner
• Ability to work as a team
• Must be able to pass a DMV check
• Must be able to stand, sit, walk, bend, reach, and kneel for extended periods of time
• Must be able to carry at least 50 lbs.
• Must be able to obtain and maintain a City Driving Permit
• Good math skills to competently perform daily pass sales exchanges like administering counting cash, and totaling.
• Ability to learn, understand and effectively communicate with the guest about multiple service types, changing pricing, and CATS offerings
• Exceptional customer service abilities to adequately address customer inquiries and questions and to promote the CATS Services

• Associates degree in business or related field
• Ability to communicate effectively in Spanish verbally and in writing

• High School diploma or GED
• Six months consecutive customer service call center experience or cash handling and guest service experience in financial services, retail sales, or a goal- oriented environment

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 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.

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.