As the largest and most vibrant city in the state, Minneapolis depends on purposeful, dedicated and innovative employees. Minneapolis has a large variety of careers for people of all experiences and backgrounds who come together for a singular purpose—serving the residents, businesses and visitors of Minneapolis.
The Customer Service Representative will provide a variety of services to customers over the telephone and/or in-person answering questions, providing information, etc.
Work Location – This position currently works on-site only at the Eastside Maintenance Facility.
- Answer questions regarding services provided and assist with customers' needs primarily over the telephone and by electronic correspondence.
- Send notifications on fees or fines, request adjustments concerning billing for services rendered and/or make recommendations to appropriate personal for investigation or action, prepare change of address records, etc. in accordance with ordinances, statutes and policies.
- Key information into computers such as work orders, work order responses, tags and reports and maintain records of customer service requests and complaints.
- Investigate and resolve customer inquiries or complaints on services received.
- Examine various records, such as bills and related documents and correspondence to facilitate completion of required paperwork and/or obtain facts regarding customer inquiries and complaints.
- Analyze pertinent information to determine accuracy of customer complaint and determine responsibility for error.
- Make adjustments on complaints concerning billing or service rendered and/or refer and make recommendations to appropriate personnel for investigation or action and follow-up as necessary.
- Review keyed information for distribution of carts and verification of recycling collections
- Assist in monitoring lost, stolen and damaged carts, residential need for more carts
- Research, write and issue a variety of work orders and/or reports from the department information system.
- Interpret ordinance, policies, procedures and rules of solid waste collection to residents that inquire
- Other general office duties as assigned.
Working Conditions: Normal with constant exposure to computers
Minimum Qualifications: High School Diploma or equivalent
Minimum Experience: Two years of clerical experience, which has included computer experience and some customer service experience.
Equivalency: An equivalent combination of education and experience closely related to the duties of the position MAY be considered.
Selection Process: The selection process will consist of one or more of the following steps: a rating of relevant education and experience (100%). It is important that your application show all the relevant education and experience you possess. This information will be used to determine which candidates will proceed in the selection process. A submitted application is also used to verify the answers to any supplemental questions. Only those candidates who attain a passing score (70%) on each step in the selection process will be placed on the eligible list. The City of Minneapolis Human Resources Department reserves the right to limit the number in any phase of the selection process.
Background Check: The City has determined that a criminal background check and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought.
Applicants who do not sign the informed consent form will not be further considered for the position.
Union Representation: This position is represented by a collective bargaining agreement between the City of Minneapolis and the AFSCME General Unit. For more information on the terms and conditions of this agreement please visit: https://www2.minneapolismn.gov/government/departments/hr/labor-agreements/afscme-general-unit/
Eligible List Statement: The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire one month after it has been established.
Interview Selection: The hiring authority reserves the right to determine the maximum number of candidates to interview from the established eligible list. If the hiring authority decides to interview other than by exam score order, they may select additional people to interview based on a candidate’s education or experience related to the field, work history, or skills uniquely related to the operational needs of the position.
- Knowledge of City Ordinances, State Laws and departmental policies, processes and procedures related to area assigned, i.e., utility billing, licenses, solid waste & recycling, etc.
- Knowledge of the basic principles of accounting as related to billing processes and the ability to accurately make adjustments to accounts.
- Thorough understanding of assigned department's computerized system and supporting PC network system to effectively perform transactions in a variety of functional areas.
- Good analytical skills to review, isolate and correct discrepancies in customer accounts.
- Good oral and written communication skills.
- Ability to work under pressure of high volume customer inquiry and complaint work loads.
- Ability to work independently and assess customer needs.
