Customer Service Representative I

Position Description

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

Work Location: This position currently works on-site only. The City of Minneapolis does not sponsor applicants for work visas.

Job Duties and Responsibilities

• Front line call taker for all stolen vehicle(s) and license plate(s) in the City of Minneapolis.
• Verify the accuracy of the tow reports and ensure accuracy of officer's paperwork.
• Inform owners and lien holders that impounded vehicles are subject to sale at auction if they fail to claim vehicle.
• Fill out forms, determine charges/fees and/or penalties for services requested or received.
• Receive payment and releasing of vehicles to the proper registered owner, prepare receipts, and help owner locate vehicle if not at Impound Lot.
• 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.
• Investigate and resolve customer inquiries or complaints on services received, disputes on billing, penalties, fees and other charges.
• 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.
• Respond to calls from the public and/or Police Officers requesting information on impounded vehicles.
• Research City, State and Federal databases to establish ownership of vehicles, etc.
• Perform data entry into City, State and Federal computer software for impounded vehicles.
• Entering and clearing stolen vehicles in the state computer (NCIC).
• Run registrations on impounded, repossessed, or private property tows.
• Ordering impounded tows for MPD, Hennepin Co, Metro Transit and University of Minnesota PD.
• Remove Police or City Attorney holds on impounded vehicles per request.
• Add and clear stolen vehicle(s) from the Minneapolis Police Hot sheet.

* This position will require Bureau of Criminal Apprehension- NCIC certification, to perform the duties of the Auto Desk.*

Working Conditions: Normal with constant exposure to computers.

Additional Position Details

Schedule: Dog Watch Shift (usually four 10-hour shifts), Hours will be from: 9:00 PM – 7:00 AM.

Training: Initial training will be conducted during regular daytime business hours.

Positions Available: Hiring one full-time (FTE) employee, plus 1-2 temporary positions.

Required Qualifications

Minimum Qualifications: High School Diploma or equivalent

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

Licenses/Certifications: 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 (Police) The City has determined that a thorough Minneapolis Police Department criminal background check is necessary for positions with this job title. Applicants must sign an informed consent allowing the City to obtain their criminal history information in connection with the position sought. Applicants who do not sign the informed consent form will not be considered 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 AFSCME General Unit (CAF). For more information on the terms and conditions of this agreement please visit: 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 polices, processes and procedures related to the Impound Lot.
• Good analytical skills to review, isolate and assist customers at the window or in the role at the Autodesk.
• Geographic knowledge of the City of Minneapolis.
• Knowledge of the basic principles of accounting as related to billing processes and the ability to accurately make adjustments to accounts.
• Accessing and updating multiple databases using, TOPS (Our inventory system), TOPS Stolen (In house record of stolen vehicles & repo's), MPD Records Managements System (PIMS), Minnesota Driver and Vehicle e-Services (MNDRIVE), MPD VisiNet, MPD Hot sheet and BCA computer interfaces/portals.
• 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 workloads.
• Ability to work independently and assess customer needs.
• Ability to remain calm during stressful situations.

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 employer.