Customer Service Representative I

Position Description

This position will provide a variety of services to customers over the telephone, in-person and electronically answering questions, providing information, collecting fees and payments, etc.

Work Location

This position may be eligible for flexible work arrangements, including hybrid work with some days working remotely and some days working in the office.

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

Job Duties and Responsibilities

TYPICAL DUTIES AND RESPONSIBILITIES :

Including, but not limited to the following)

• Provide customer service primarily over the telephone, by electronic correspondence, in person and / or online.
• Meet established office standards and goals on the various duties.
• Provide billing histories edited as needed to customers upon request in Excel spreadsheet format.
• Receive and post payments to customer accounts.
• Research rejected lockbox payments to determine the correct customer account and apply those payments.
• Answer questions related to services provided for water, sewer, solid waste and stormwater.
• Process and apply customer incoming payments.
• Set up payment plans on past-due balances in accordance with City ordinance and office policies.
• Research and process undeliverable U.S. mail according to procedures and make address corrections to ensure successful redelivery.
• Research and analyze customer accounts with credit balance and refund credit balances to the rightful owners when necessary.
• Investigate and resolve customer inquiries or complaints on services provided including billing, penalties, fees and other charges.
• Work with other Public Works departments to research and / or verify scheduled future work.
• Request 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.
• Interpret rules, regulations, and policies to answer inquiries and resolve problems
• Research and analyze account information for special assessment to the property taxes and communicating findings to the customer.
• Other general office duties as assigned.

WORKING CONDITIONS :

Hybrid. At home (3 days) and normal office setting (2 days) with daily exposure to computers.

TYPICAL DUTIES AND RESPONSIBILITIES :

Including, but not limited to the following)

• Provide customer service primarily over the telephone, by electronic correspondence, in person and / or online.
• Meet established office standards and goals on the various duties.
• Provide billing histories edited as needed to customers upon request in Excel spreadsheet format.
• Receive and post payments to customer accounts.
• Research rejected lockbox payments to determine the correct customer account and apply those payments.
• Answer questions related to services provided for water, sewer, solid waste and stormwater.
• Process and apply customer incoming payments.
• Set up payment plans on past-due balances in accordance with City ordinance and office policies.
• Research and process undeliverable U.S. mail according to procedures and make address corrections to ensure successful redelivery.
• Research and analyze customer accounts with credit balance and refund credit balances to the rightful owners when necessary.
• Investigate and resolve customer inquiries or complaints on services provided including billing, penalties, fees and other charges.
• Work with other Public Works departments to research and / or verify scheduled future work.
• Request 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.
• Interpret rules, regulations, and policies to answer inquiries and resolve problems
• Research and analyze account information for special assessment to the property taxes and communicating findings to the customer.
• Other general office duties as assigned.

WORKING CONDITIONS :

Hybrid. At home (3 days) and normal office setting (2 days) with daily exposure to computers.

Required Qualifications

Experience : Two years of senior level clerical experience, which has included at least one year of computer experience and some customer service experience.

Note : Give a detailed description of the related duties you performed, your level of responsibility, etc.

Education : High School Diploma, GED or equivalent

Equivalency : An equivalent combination of related education / experience may be considered.

Selection Process

Any one or a combination of an evaluation of related experience / education / etc., an oral exam, a customer service inventory, video work simulation, etc.

may be utilized (100%). The right is reserved to limit the number included in any phase. As part of the interview process, a work simulation exercise, candidate assessment, etc. may also be utilized.

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 considered further 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 the American Federation of State, County, and Municipal Employees (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 2 months after it has been established.

Knowledge, Skills and Abilities

• Knowledge of City ordinances, State laws and departmental policies, processes and procedures related to Utility Billing.
• Knowledge of the basic 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.
• Good computer skills primarily with Microsoft applications : Word, Excel and Outlook e-mail.
• Ability to work under pressure of high-volume customer inquiry.
• Ability to work independently and assess customer needs.
• Ability to work over the telephone for up to 40 hours per week.

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.