Lead Customer Service Representative

1 week ago

Minneapolis, United States City of Minneapolis Full time


Position Description

*This is restricted to current City of Minneapolis Employees*
Under general supervision, the position is responsible for resolution of the problems associated with City billing, permits and/or business license processing that require research or triage to determine the appropriate plan, may include navigating multiple systems or functions, and explanation of detailed requirements. Performing customer intake, triage and research, and processing customer refunds as well as provide inputs to departmental policies and procedures and training opportunities.
Job Duties and Responsibilities

  1. 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.
  2. Answer complex billing and process issues as they arise; monitor and analyze daily refunds to customers.
  3. Interpret departmental/divisional policies and procedures, City Ordinances, City Council actions and State laws for customers, the public, and others.
  4. 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.
  5. Lead development and delivery of outreach and educational programs and materials.
  6. 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.
  7. Represent the department while participating effectively on committees within division and across the enterprise.
  8. Complete other duties and special projects as assigned.


WORKING CONDITIONS:

Normal office setting, Hybrid - In office and remote.


Please attach your resume. You must attach a resume to be considered for this position.

Required Qualifications

MINIMUM EDUCATION:

High School Diploma or GED

MINIMUM EXPERIENCE:

Three years Customer Service or training experience

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: 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 2 months 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

  1. Working knowledge of Enterprise Land Management System
  2. Working knowledge of the processing of refunds
  3. Good working knowledge or prior experience with cash receipting and deposits
  4. The ability to keep complex records and make detailed reports and statements
  5. Good working knowledge of computers, computer applications, and standard office equipment
  6. The ability to handle customer complaints in a tactful and effective manner
  7. Good oral and written communications skills
  8. Good organizations skills
  9. Ability to work independently, assess customer needs, and resolve problems
  10. 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.



  • Customer Service Representative

    5 days ago

    Minneapolis, Minnesota, United States Holiday Station Stores - Workday Full time

    About Our CompanyHoliday Station Stores - Workday is a leading Global Company with a fantastic opportunity to join our team as a Customer Service Representative. We're looking for a motivated and energetic individual to work in a fast-paced environment and grow their career.Salary: $16/Hour + Overnight Shift Pay Differential ($10 pm - 6 am)Job Description:We...

  • Customer Service Representative

    7 days ago

    Minneapolis, United States The Martin-Brower Company Full time

    The Operations Assistant performs general administrative tasks, including processing orders, producing and reconciling shipping, delivery, and service performance tracking Provide confidential administrative support to leadership, general clerical du Customer Service Representative, Customer Service, Operations Assistant, Representative, Manufacturing,...

  • Customer Service Representative

    4 weeks ago

    Minneapolis, United States Robert Half Full time

    Job DescriptionJob DescriptionWe are in need of a Release of Information Customer Service Representative. The Release of Information Customer Service Representative functions within the healthcare industry and involves a long-term contractual agreement. As the Release of Information Customer Service Representative, you will be required to provide excellent...

  • Customer Service Representative

    3 weeks ago

    Minneapolis, Minnesota, United States U-Haul Full time

    Customer Service Representative Job SummaryU-Haul is seeking a Customer Service Representative to join our team. As a Customer Service Representative, you will be the face of U-Haul, providing exceptional service to our customers and ensuring their needs are met.Key Responsibilities:Assist customers with U-Haul products and servicesUse U-Scan technology to...

  • Customer Service Representative

    2 months ago

    Minneapolis, United States Robert Half Full time

    Job DescriptionJob DescriptionRobert Half is seeking 25 patient-focused Customer Service Representatives to join one of our Fortune 50 healthcare client’s team! Our client is a leader in the healthcare industry, committed to providing cutting-edge solutions and world-class customer service. Are you a motivated, energetic individual with exceptional...

  • Customer Service Site Lead

    2 weeks ago

    Minneapolis, United States Gateway Fiber Full time

    Job Title: Customer Service Site Lead Location: Fridley, MN Start Date: Immediate About Gateway: Gateway Fiber is seeking an outstanding individual to fill the role of Customer Service Site Lead. Gateway Fiber is a locally owned and operated internet service provider on a mission to positively impact communities through better internet. Gateway is...

  • Customer Service Representative

    4 days ago

    Minneapolis, Minnesota, United States Nilfisk Group Full time

    Job Summary:We are seeking an exceptional Customer Service Representative to join our team at Nilfisk Group. This role involves managing day-to-day transactions and maintenance for customer-facing inquiries. The ideal candidate will possess excellent communication skills, a high level of attention to detail, and the ability to analyze problems and solve...

  • Customer Service Representative

    3 weeks ago

    Minneapolis, United States Strategic Talent Partners Full time

    Position Overview: HM Cragg has been an industry leader in the backup power solutions space for over 40 years and has achieved 600% growth over the last 10. This past year has been another record setting year for the company with 35% revenue and 10% headcount increase, and we show no signs of slowing down. One important factor that has contributed to our...

  • Customer Service Representative

    1 month ago

    Minneapolis, United States Strategic Talent Partners Full time

    Position Overview:HM Cragg has been an industry leader in the backup power solutions space for over 40 years and has achieved 600% growth over the last 10. This past year has been another record setting year for the company with 35% revenue and 10% headcount increase, and we show no signs of slowing down. One important factor that has contributed to our...

  • Customer Service Representative

    6 days ago

    Minneapolis, United States SP+ Full time

    Job DescriptionJob DescriptionOverviewSP+ is driven by Our Promise, “Making Every Moment Matter for a World on the Go.” Our team understands that time is scarce, so we are intentional about putting ourselves in the shoes of those we serve. The result is a unique combination of talented people and industry-leading technology that enables SP+ to prioritize...

  • Customer Service Representative

    3 weeks ago

    Minneapolis, United States CFMOTO Powersports Inc Full time

    The Customer Service Representative is responsible for providing CFMOTO customers (typically end-users), and potential customers with product information, and support for questions and complaints regarding products. Emphasis is on world class customer service that is a competitive advantage and contributes to the growth of the business. Essential Duties &...

  • Customer Service Representative

    6 months ago

    Minneapolis, United States Classic Collision Inc Full time

    Customer Service Representative Classic Collision is now hiring a Customer Service Representative for our location. Classic Collision was established in 1983 in Atlanta, Georgia with one single goal: To offer quality service to its customers with integrity and honesty. Be a part of a rapidly growing company whose mission is to put safety, quality, integrity,...

  • Customer Service Representative

    6 days ago

    Minneapolis, Minnesota, United States Yogi MQT LLC Full time

    We are seeking a Customer Service Representative to become part of our team at Yogi MQT LLC.The estimated salary for this position is $35,000 - $45,000 per year, depending on experience.Job DescriptionWe offer a dynamic and challenging work environment where you can build your skills and career. As a Customer Service Representative, you will be the first...

  • Customer Service Representative

    3 weeks ago

    Minneapolis, United States Circle K Full time

    Circle K - 2725 Campus Drive [Retail Associate / Team Member] As a Customer Service Representative at Circle K, you'll: Provide prompt, courteous customer service and resolve customer issues on shift; Ring up all sales on cash register properly; Perform multi-function operation of fuel console, lottery machine, etc.; Inspect store facilities and equipment...

  • Customer Service Representative II

    2 months ago

    Minneapolis, United States League of Minnesota Cities Full time

    Under general supervision our Customer Service Representative at the City of Minneapolis is responsible for assisting in the resolution of the more complex problems associated with City billing, permits and/or business license processing, and perform Customer Service Representative, Customer Service, Representative, Retail

  • Cashier and Customer Service Representative

    4 days ago

    Minneapolis, Minnesota, United States Total Wine & More Full time

    As a Cashier and Customer Service Representative at Total Wine & More, you will have the opportunity to work in a fast-paced retail environment where no two days are ever the same. In this role, you will be responsible for providing exceptional customer service, operating cash registers, and maintaining store appearance.About Total Wine & MoreTotal Wine &...

  • Customer Service Representative

    1 month ago

    Minneapolis, United States Robert Half Full time

    Job DescriptionJob DescriptionWe are on the lookout for a diligent Customer Service Representative to be part of our team situated in Minneapolis, Minnesota. This role offers a short-term contract employment opportunity to handle customer inquiries, process applications, and maintain customer records. As a Customer Service Representative, you will also be...

  • Customer Service Representative

    6 days ago

    Minneapolis, Minnesota, United States TheraEx Staffing Services - APP Full time

    About the RoleAs a Customer Service Representative, you will play a key role in providing exceptional support to our clients. Your primary responsibilities will include responding to customer inquiries, resolving issues, and providing product information.ResponsibilitiesRespond to customer inquiries via phone, email, and chatResolve customer complaints in a...

  • Verizon Customer Service Representative

    6 months ago

    Minneapolis, United States Paradox Marketing Full time

    Paradox Marketing is a telecommunication-based consulting sales and marketing firm. We help our client's popular, household brands maximize their profitability and increase their overall brand exposure through innovative and creative revenue capabilities. We are looking for a self-starter entry-level Verizon Customer Service Representative to assist with our...

  • Customer Service Representative

    2 months ago

    Minneapolis, United States U-Haul Full time

    Location: 101 American Blvd W, Minneapolis, Minnesota 55420 United States of America Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Customer Service Representative. As a Customer Service Representative, you will work as part of a supportive team to be the face of U-Haul...