Customer Service Representative II

Position Description

Under general supervision the position is responsible for assisting in the resolution of the more complex problems associated with City billing, permits and / or business license processing, and performing customer intake and triage, research, and processing of customer refunds.

Work Location

This position currently works on-site only.

The City of Minneapolis does not sponsor applicants for work visas.

Job Duties and Responsibilities

• Research / analyze / resolve complicated permit applications and development projects.
• Compose letters of explanation on complicated applications issues, to include spreadsheets, detailing each transaction on the application for the entire history of service.
• Interpret State Statutes, City Charter, City Ordinances and City billing, permitting, and licensing policies for customers.
• Assist in responding to customer inquiries via telephone, in person and / or in writing.
• Assist in preparing and conducting training for subordinate staff in all areas, including computer functions.
• Assist in maintaining policy and procedures.
• Research, analyze and resolve complicated billing problems involving water, sewer, solid waste, special fees for City services, state and local taxes.
• Act as lead worker by assisting and coaching other employees in resolving problems with customers in permitting, licensing, and billing.
• Prepare documentation and reports, etc. regarding City actions related to assigned work area.
• Write letters of explanation on complicated customer situations, including spreadsheets, detailing the entire history of service to establish an 'official' record.
• Under supervision act as a coordinator for specific projects or programs.

WORKING CONDITIONS : Normal office setting

Required Qualifications

MINIMUM QUALIFICATIONS : High School Diploma or equivalent

MINIMUM EXPERIENCE : Two years of related experience (Two years as a Customer Service Representative I in the City or the equivalent)

LICENSES / CERTIFICATES : N / A

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 .

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

• Thorough knowledge of the customer service issues in the area assigned.
• Knowledge of payment processing and check in related to the area where assigned.
• Good knowledge of office methods, procedures and equipment.
• Good working knowledge of computers and various programs / systems used in the area assigned.
• Good knowledge of State laws and City Ordinances governing billing of utilities and water disconnection, other City billing, treasury accounts receivable processing, and permits and licenses provided by the City.
• Knowledge of specific dispute resolution processes, programs, and procedures in the area assigned.
• Ability to deal with customers tactfully and effectively.
• Good organizational skills.

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.