Customer Service Agent I

311 Contact Center Representative

The 311 Contact Center Representative is the primary point of contact for all non-emergency City of Minneapolis information and services. This includes government services, resident services, business services, city information, and filing non-emergency police reports. In addition, the representative is responsible for connecting to interpretation services and reporting accessibility concerns for and from residents, businesses, and visitors in Minneapolis or on the Minneapolis website. Service calls may be received via phone, online request, email, texting, mobile app, TTY / TDD, or interpreter service. The representative will streamline the reporting process to allow for tracking of requests for service delivery from inception to completion while also simplifying access to City information and services. In addition, the representative will facilitate transparency and accountability and assist departments in delivering services more effectively. The representative may also be responsible for providing in-person directory customer service at the Public Service Building information desk. Bilingual language skills in Spanish, Somali or Hmong is highly desired.

Job Duties and Responsibilities

Triage incoming communications through 311's omnichannel format. Provide accurate and timely information to callers using internal and external resources. Determine when service requests are needed and create and submit them. Perform activities related to processing customer requests, i.e., searching records for property ownership verification, collecting some payments via check for utility billing, answering and updating calls for service, answering questions from field personnel via telephone and computer terminal, electronic communications, etc. Handle calls for case follow-up and work with interpreters. Serve as the first point of contact during significant incidents. Giving out general information, answering questions and gathering facts and pertinent information regarding various City Services, problems and complaints. Record and report accessibility concerns. Navigate and utilize internal and external resources to assist callers. Maintain data accuracy and enter case information in the internal system. Provide exceptional customer service and handle difficult situations with tact and professionalism. Contribute to team goals and continuously improve skills through training and development opportunities.

Required Qualifications

Minimum Education : High school diploma or equivalent Minimum Experience : Two years of experience in high-volume customer service or a call center environment. Two years of experience in clerical work. Highly Desirable : Bilingual in Spanish, Somali, Oromo, Lao, or Hmong, desirable in some positions. Ability to relate and work effectively with people from diverse cultural, economic and ethnic backgrounds. Equivalency : An equivalent combination of education and highly related experience in a similar environment may be considered.

Selection Process

The selection process will consist of the following step : 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 As part of the interview process, a work stimulation exercise, candidate assessment, etc. may also be utilized including a combination of a computer skills assessment (multi-tasking, keyboarding speed and accuracy, numbers, memory, call summ rization, and prioritizing etc.). 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. 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. Drug and Alcohol Testing : All job applicants must pass a pre-employment drug and alcohol test once a conditional offer of employment has been made. Applicants will be required to sign a notification and consent form prior to undergoing drug and alcohol testing. Applicants who do not consent to undergo drug and alcohol testing will not be required to do so and the City will withdraw the conditional job offer, resulting in the job applicant no longer being considered for the position. Union Representation : This position is represented by a collective bargaining agreement between the City of Minneapolis and American Federation of State, County and Municipal Employees. For more information on the terms and conditions of this agreement please visit : AFSCME, https : / / www.minneapolismn.gov / government / departments / hr / labor-agreements / Eligible List : 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 2 months after it has been established.

Knowledge, Skills and Abilities

Knowledge of computerized data entry and retrieval and office practices and procedures Working knowledge of computers and computer applications Knowledge of the functions and services of all City departments Proficient at keyboarding (30+ WPM) Ability to analyze situations and information in the City's Knowledge Base Software Strong customer service skills and ability to maintain effective working relationships with the general public Active, comprehensive, critical, and empathetic listening skills Adaptability and versatility, ability to learn and process new information quickly and efficiently Ability to solve complex problems and strong reading comprehension skills Strong oral and written communication skills, ability to maintain composure and de-escalate situations Ability to multitask in a fast-paced environment and work autonomously Ability to build strong working relationships with internal customers Proficiency with standard office equipment and multiple systems, programs, and sites. 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 City of Minneapolis is proud to be an Equal Employment Opportunity and Affirmative Action employer.