Lead Customer Service Representative

City Of Minneapolis Job Posting

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:

• 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; monitor and analyze daily refunds to customers.
• 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, Hybrid - In office and remote.

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.

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: https://www2.minneapolismn.gov/.

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:

• 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.