Customer Service Representative I

CITY OF MINNEAPOLIS
Published
November 20, 2022
Location
Minneapolis, MN
Job Type
 

Description

Position Description

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.

There are currently two (2) full-time position vacancy to be filled in the Utility Billing division of the Finance and Property Services Division.This position will provide a variety of services to customers over the telephone and/or in-person answering questions, providing information, collecting fees and payments, etc. The primary responsibilities are to 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.

Job 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:
At home and normal office setting with daily exposure to computers.

Required Qualifications

MINIMUM REQUIREMENTS:

Education: High School Diploma, GED or equivalent

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

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.

Union Representation
This position is represented by a collective bargaining agreement between the City of Minneapolis and the AFSCME .

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.

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 three 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

  • 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 the 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.
  • 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.

Benefits Summary
Our employees enjoy competitive salaries and generous benefits. We pride ourselves on a comprehensive benefits program that supports employees' health and financial well-being.
Programs, resources, and benefit eligibility varies based on position, average hours worked, location and length of service. For detailed benefits information, pleasevisit the benefits page .

New 12 weeks of paid Parental Leave.
City employees are eligible for up to 12 weeks of paid parental leave in the event of a birth or placement for adoption of a child.

Insurance
Health insurance
Eligibility for benefits begins the first of the month following employment date. The City of Minneapolis offers eligible employees one plan design with a choice of six provider networks, allowing you to select the best option for you. Available plans include Medica Choice Passport, Medica Elect, VantagePlus with Medica, Park Nicollet First with Medica, Ridgeview Community Network powered by Medica, and Clear Value with Medica.

Dental insurance
The City of Minneapolis offers dental insurance through Delta Dental of Minnesota and pays 100% of the monthly premium for eligible employees.

Benefits
Paid time off
Our generous leave package includes vacation, holidays and paid sick leave, which gives employees the opportunity to enhance their quality of life outside work. Amounts and accrual rates are based on years of experience and collective bargaining agreements .

Retirement
City employees earn a pension and may choose to participate in additional retirement savings programs.

  • Pension: The City of Minneapolis participates in the Public Employees Retirement Association (PERA). Employees and the City both contribute a percentage of your pay to fund future benefits.
  • Deferred compensation : Employees may choose to participate in pre-tax or after-tax savings plans through the Minnesota State Retirement System (MSRS).

Transportation
Eligible City employees may choose to participate in the following transportation programs:

  • Metropass: The Metropass program allows eligible employees to enroll in a pass for unlimited bus or light rail rides at a discounted price.
  • Parking or Van Pool: The City of Minneapolis Transportation Benefits Plan gives you options to pay certain commuting costs--such as qualified parking and van pool expenses--with pre-tax dollars

.
Learning and development
To engage and develop employees, the City of Minneapolis offers classes in leadership, cultural agility, change management and more. Additionally, educational discounts at Augsburg University, Hamline University and St. Mary's University of Minnesota are available to City employees.

Other perks
Employees can also take advantage of optional life insurance, flexible spending accounts, the Employee Assistance Program , technology discounts and more.

Closing Date/Time: 12/5/2022 11:59 PM Central

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