Customer/Revenue Service Assistant

Date Opened: Tuesday, July 07, 2026 12:00 AM


Close Date: Sunday, July 12, 2026 12:00 AM


Department: Charlotte Area Transit System Department


Customer Service


Salary: $25.00 - $27.6 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 Charlotte Area Transit System (CATS) is seeking motivated, dependable, and professional Customer Service Representatives for the CATS Transit Center and CATS Call Center. The Customer Service 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 on weekends and 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.

Major Duties and Responsibilities

• Deliver exceptional customer service, providing accurate transit service and routing information
• Respond to customer inquiries across multiple channels (phone, in-person, email)
• Manage customer inquiries, concerns, and complaints with professionalism and care
• Sell and process transit fare passes and tickets, including handling refunds or exchanges when applicable
• Perform cash balancing and complete daily reconciliation forms
• Conduct research and prepare thorough responses and reports
• Escalate unresolved or complex issues to supervisors or appropriate departments per established protocols
• Distribute and explain transit-related materials to customers
• Stay informed of service changes, route updates, and pricing options to provide accurate information
• Contribute to a strong safety culture by reporting concerns per CATS' Agency Safety Plan
• Work toward meeting departmental performance goals (e.g., response times, resolution rates, customer satisfaction)
• 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.

Qualifications & Skills

• Clear and effective communication skills (verbal and written)
• Strong math and cash-handling abilities
• Excellent interpersonal and teamwork skills
• Proficiency in Microsoft Office and ability to quickly learn new systems
• Minimum typing speed of 40 words per minute
• Strong time management and ability to meet deadlines
• Ability to stand, walk, bend, kneel, and lift up to 50 lbs. for extended periods
• Valid driver's license and ability to obtain/maintain a City Driving Permit
• Ability to understand and explain various CATS service types and pricing options
• Exceptional service mindset to represent CATS and support rider satisfaction

Preferred Qualification

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

Minimum Qualifications

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

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 28202. 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 View email address on click.appcast.io

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 View phone number on click.appcast.io.

BENEFITS

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

Click here to learn more about the City of Charlotte's benefits.

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