Customer/Revenue Service Assistant

Customer Service Representative

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