STS Reservationist

Date Opened: Tuesday, December 30, :00 AM
Close Date: Tuesday, January 06, :00 AM
Department: Charlotte Area Transit System Department
Customer Service
Salary: $ $25.22 Commensurate with Experience

Welcome to the City of Charlotte

Charlotte is America's Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce
• Valuing teamwork, openness, accountability, productivity, and employee development
• Providing all customers with courteous, responsive, accessible, and seamless quality services
• Taking initiative to identify, analyze, and solve problems
• Collaborating with stakeholders to make informed decisions

SUMMARY

The STS Reservationist reports directly to 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.

Knowledge, Skills and Abilities:

• Effective communication skills.
• Ability to handle pressure while remaining calm.
• Speed and efficiency.
• Creative problem solving.
• Organizational ability.
• Ability to 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.

Minimum Qualifications:

• High School diploma/GED
• One year of customer service 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 and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

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 self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email

.

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the

Innovation & Technology ADA request form

or call

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

The City of Charlotte is a drug and alcohol-free workplace.