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 Senior Customer/Revenue Service Assistant is responsible for assisting the Customer/Revenue Service Assistant-Specialist with the day to day operations of the CATS Call Center. The Senior Customer/Revenue Service Assist will also assist the Customer/Revenue Service Assistant Specialist with collecting, safeguarding, and transportation of transit fare revenue from various locations to revenue processing center. The individual selected for this role will provide customer service at the Charlotte Transit Center and CATS Light Rail platforms during regular and special events by performing pass sales; assist customers with operation of the TVMs; respond to customer inquiries regarding schedules and transit services; distribute printed materials

• Duties include resolving issues or investigating complaints that cannot be resolved by Call Center Reps.
• Assisting with special projects from start to completion.
• Assists Specialist with new hire training including City Works, Headways, Transit Master, Hastus, Emerald, and other transit specific software applications.
• Assist with the preparation of accounting reports which pertain to revenues and materials; prepare voucher refunds; perform close out and balance receipts.
• 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.

• Requires the ability to take leadership roles and to react quickly and effectively in emergencies. Position requires the ability to make sound decisions in the event the Specialist and Supervisor are not available.
• Ability to work flexible schedule to provide coverage during expanded hours of operation is a must.
• Will occasionally assist at the CTC Pass Sales office selling passes, receiving lost and found items, creating transit IDs, balancing and preparing deposits for the next business day.
• Ability to lift up to 50 lbs.
• Must be able to tolerate adverse interior and exterior weather conditions.
• Position requires the ability to make sound decisions in the event the Specialist and Supervisor are not available.
• Strong computer skills including Microsoft Office suite
• strong attention to detail with a high level of accuracy
• ability to work in a team environment and demonstrated customer focus
• ability to type 40 wpm
• excellent interpersonal skills
• ability to communicate effectively verbally and in writing write and converse effectively in English

• One or more years of experience within the CATS Call Center and CATS Pass Sales Office, strong computer skills including Microsoft Office suite, strong attention to detail with a high level of accuracy, ability to work in a team environment and demonstrated customer focus.
• Fluent in Spanish

• High School Graduate or Equivalent and one year relevant work experience

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.