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Lead Customer Service Representative

3 months ago

Minneapolis, Minnesota, United States City of Minneapolis Full time
Position Description

This position is restricted to current City of Minneapolis employees.

This position will be located at the soon to open East Lake Community Safety Center. The position is responsible for providing guidance to customers and potential resolution of problems associated with City functions, departments, and resources, will include navigating multiple systems or functions, and explanation of detailed requirements. It will perform customer intake, triage and research, as well as provide inputs to departmental policies, procedures and training opportunities. The position will also connect customers to resources associated to and through the City, manage the front desk, lobby, and any customer interactions. Also responsible for managing community room and other resources available at this location.

Job Duties and Responsibilities
  • Deal directly with the public and/or other City staff in person and over the phone in giving out general information, answering questions, explaining procedures, and pertinent information regarding problems and complaints.
  • Answer complex billing and process issues as they arise.
  • Interpret departmental/divisional policies and procedures, City Ordinances, City Council actions and State laws for customers, the public, and others.
  • Identify operational and developmental issues, create and implement innovative communications and solutions; lead development of procedures, policies, records, forms, and reports including financial and customer service statistical information.
  • Lead development and delivery of outreach and educational programs and materials.
  • Provide mentorship to Customer Service Representatives, identify training needs, create training materials, and lead training efforts of Customer Service Representatives in all aspects of divisions administrative functions.
  • Represent the department while participating effectively on committees within division and across the enterprise.
  • Complete other duties and special projects as assigned.

WORKING CONDITIONS:

Normal office setting

Required Qualifications

Minimum Education:

High School Diploma or GED

Minimum Experience:

Three years Customer Service or training experience

Equivalency:
An equivalent combination of education and experience closely related to the duties of the position MAY be considered.

Desirable Qualifications -- Language:
Bilingual skills in Spanish, Somali, Amharic, Oromo, Hmong, Vietnamese and/or Lao.

Desirable Qualifications -- Cultural competency:
Ability to relate and work effectively with people from diverse cultural, economic and ethnic backgrounds.

Selection Process:
The selection process will consist of one or more of the following steps: a rating of relevant education and experience. 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 American Federation of State, County, and Municipal Employees District Council No. 5. For more information on the terms and conditions of this agreement please visit: AFSCME.

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, Skills and Abilities
  • Working knowledge of Enterprise Land Management System
  • Working knowledge of the processing of refunds
  • Good working knowledge or prior experience with cash receipting and deposits
  • The ability to keep complex records and make detailed reports and statements
  • Good working knowledge of computers, computer applications, and standard office equipment
  • The ability to handle customer complaints in a tactful and effective manner
  • Good oral and written communications skills
  • Good organizations skills
  • Ability to work independently, assess customer needs, and resolve problems
  • Ability to analyze technical data and reports

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.