Customer Service Representative I

City of Minneapolis
January 13, 2022
Minneapolis, MN
Job Type


Job Title: Customer Service Representative I
Salary: $23.30 - $28.32 Hourly

Job Type: Both Full-time and Part-time
Department: Public Works - Traffic & Parking Services
Location: Impound Lot, 50 Van White Memorial Blvd, Minneapolis, Minnesota
Vacancies: 1
Closing Date/Time: Mon. 01/24/22 11:59 PM Central Time
Posting Type: Open to the public

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.

Provide a variety of services to customers over the telephone and/or in-person answering questions, providing information, collecting fees and payments, etc.

The City of Minneapolis Public Works Department currently has one opening for a Customer Service Representative I at the Minneapolis Impound Lot.

Work Location -This position currently works on-site only.

COVID Testing-- The City is concerned about the health, safety, and well-being of employees. The City requires regular testing for COVID-19 infection for all employees. Employees are encouraged to become fully vaccinated against COVID-19, thereby permitting employees to opt out of mandatory testing by confirming (attesting) to being fully vaccinated.

Job Duties and Responsibilities:
•Answer questions regarding services provided, interview applicants for required services and assist customers with filling out required paperwork to comply with procedures.
•Fill out forms, determine charges/fees and/or penalties for services requested or received.
•Send notifications on payments, fees or fines due or past due and collect deposits, payments and fees; set up payment plans, prepare change of address records, issue orders to discontinue service, etc. in accordance with ordinances, statutes and policies.
•Conduct offense and criminal background checks on licensees as required.
•Analyze mail from licensees, alarm users, insurance and bond agents for ordinance compliance to facilitate completion of paperwork required for licensing.
•Key information into computers to compile work volume statistics or billing information for accounting purposes and maintain records of customer service requests and complaints.
•Investigate and resolve customer inquiries or complaints on services received, disputes on billing, penalties, fees and other charges.
•Examine various records, such as bills, computer printouts, meter readings and related documents and correspondence to facilitate completion of required paperwork and/or obtain facts regarding customer inquiries and complaints.
•Analyze pertinent information to determine accuracy of customer complaint and determine responsibility for error.
•Make 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.
•Upload and download hand held computers into server used for distribution of carts and verification of recycling collections.
•Maintain inventory of carts and recycling containers to assist in monitoring lost, stolen and damaged carts, residential need for more carts, in-stock carts and recycling containers, etc.
•Research, write and issue a variety of permits and prepare various reports from the department information system.
•Assist with updating the Business Licensing web documents and the Forms used in the Business Licensing area.

Specific Job Duties for Impound Lot positions:
• Respond to calls from the public and/or Police Officers requesting information on impounded vehicles.
• Perform data entry into City, State and Federal computer software for impounded vehicles.
• May search City, State and Federal databases to establish ownership of vehicles, etc.
•Receive payment; complete release forms; prepare receipts for vehicles; and release vehicles, may have to help owner locate and retrieve vehicle.
• Make notification to owners and lien holders that impounded vehicles are subject to sale at auction if they fail to claim the vehicle.
• Answer calls reporting stolen vehicles and requesting tows.
• Assist in the verification of accuracy of the forms submitted by contract 'towers'.
• May assist in visual checks of conditions and contents of vehicles, assigning of space, etc.
• Prepare a variety of notification letters regarding impounded cars.

The eligible list created from this exam will be used to fill Customer Service Representative I positions as they become available in other departments within the City.

Required Qualifications:
Minimum Qualifications: High School Diploma or equivalent

Minimum Experience: Two years of clerical experience, which has included computer experience and some customer service experience

Licenses/Certifications: The position at the Impound Lot will require that the hire be sent to BCA (Bureau of Criminal Apprehension) school to learn the Auto Desk; enter and clear stolen vehicles in the state computer; run registrations on incoming vehicles; dispatching tows for police/traffic control; taking holds off vehicles for investigators; handling irate customers; good knowledge of the city.
Selection Process: The selection process will consist of one or more of the following steps: a rating of relevant education and experience and/or an oral examination (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.

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.

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.

The position at the Impound Lot will require that a thorough Police Department background check/investigation, criminal background check, and/or qualifications check. Note: this process could take up to three months to process.

Drug & Alcohol Screening: All job applicants must pass a pre-employment drug and alcohol test once a conditional job 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.

Working Conditions: Normal with constant exposure to computers.

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 three (3) months after it has been established.

Knowledge, Skills and Abilities:
•Knowledge of City Ordinances, State Laws and departmental policies, processes and procedures related to area assigned, i.e., utility billing, licenses, solid waste & recycling, etc.
•Knowledge of the basic principles of accounting as related to 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.
•Ability to work under pressure of high volume customer inquiry and complaint work loads.
•Ability to work independently and assess customer needs.

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