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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.
Summary
The STS Reservationist reports directly to the Paratransit Customer Experience Administrator and works in a customer service call center. The agent assists customers with certified disabilities primarily over the phone and answers their service questions while also scheduling pickup and drop off trips via scheduling software.Duties include handling many inbound and outbound calls to and from customers, listening to customer needs or issues and providing helpful solutions to their problems.
Call center hours of operation are from 8:00am – 5:00pm, 365 days and may change and/or vary based upon needs of the organization.
Major Duties and Responsibilities- Accurately and promptly schedule transportation reservations via computer and telephone in a fast-paced Call Center environment.
- Actively listening to customer concerns with a focus on solving problems.
- Process both inbound and outbound phone conversations with clients to make sure trips are scheduled quickly and accurately.
- Responsible for working as a team member with a diverse peer group, ability to foster relationships with other team members and be available to provide support to each other when necessary.
- Provide proactive customer service: address existing or potential issues before they become bigger problems.
- Ability to respond appropriately to a variety of customers with different issues and queries.
- Receive customer complaints and forward to appropriate personnel.
- Effective communication skills.
- Knowledge retention and recall.
- Ability to handle pressure while remaining calm.
- Speed and efficiency.
- Creative problem solving.
- Emotional stability.
- Empathy.
- Organizational ability.
- Follow oral/written communications and scripts.
- Ability to work independently.
- Ability to treat customers with empathy while conducting communication in a tactful and courteous manner.
- Ability to provide customer service to a diverse customer base including individuals with disabilities and other eligible passengers in accordance with Americans with Disabilities Act (ADA) law requirements.
- Ability to explain information clearly and concisely with effective communication, via the telephone and interpersonal skills.
- Requires computer proficiency with the ability to learn new technology as required.
- Ability to work weekends, holidays, and during inclement weather.
- Additional hours may be required as business needs change.
Preferred Qualification
One year of customer service experience is highly preferred.
Minimum Qualifications
High School Graduation or Equivalent and three years relevant work experience.
ORAssociate's Degree and one year 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.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 City Hr Job Postings Notify@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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