311 Customer Service Agent I

Job Title

311 Customer Service Agent

Job Description

The 311 Customer Service Agent is the primary point of contact for all non-emergency City of Minneapolis information and services. This includes government services, resident services, business services, city information, and filing non-emergency police reports. In addition, the representative is responsible for connecting to interpretation services and reporting accessibility concerns for and from residents, businesses, and visitors in Minneapolis or on the Minneapolis website. Service calls may be received via phone, online request, email, texting, mobile app, TTY/TDD, or interpreter service.

The representative will streamline the reporting process to allow for tracking of requests for service delivery from inception to completion while also simplifying access to City information and services. In addition, the representative will facilitate transparency and accountability and assist departments in delivering services more effectively.

The representative may also be responsible for providing in-person directory customer service at the Public Service Building information desk.

Job Duties and Responsibilities

The duties and responsibilities of the 311 Customer Service Agent include:

• Triage incoming communications through 311's omnichannel format
• Provide accurate and timely information to callers using internal and external resources
• Determine when service requests are needed and create and submit them
• Handle calls for case follow-up and work with interpreters
• Serve as the first point of contact during significant incidents
• Record and report accessibility concerns
• Navigate and utilize internal and external resources to assist callers
• Maintain data accuracy and enter case information in the internal system
• Provide exceptional customer service and handle difficult situations with tact and professionalism
• Contribute to team goals and continuously improve skills through training and development opportunities.

Required Qualifications

MINIMUM QUALIFICATIONS :

• High School Diploma or equivalent

MINIMUM EXPERIENCE :

• Two years of experience in high-volume customer service or a call center environment.
• Two years of experience in clerical work.

HIGHLY DESIRABLE

• Bilingual in Spanish, Somali, Oromo, Lao, or Hmong, desirable in some positions.

LICENCES/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 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.

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 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 one month 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

The knowledge, skills, and abilities required for this position include:

• Knowledge of computerized data entry and retrieval and office practices and procedures
• Working knowledge of computers and computer applications
• Knowledge of the functions and services of all City departments
• Proficient at keyboarding (30+ WPM)
• Ability to analyze situations and information in the City's Knowledge Base Software
• Strong customer service skills and ability to maintain effective working relationships with the general public
• Active, comprehensive, critical, and empathetic listening skills
• Adaptability and versatility, ability to learn and process new information quickly and efficiently
• Ability to solve complex problems and strong reading comprehension skills
• Strong oral and written communication skills, ability to maintain composure and de-escalate situations
• Ability to multitask in a fast-paced environment and work autonomously
• Ability to build strong working relationships with internal customers
• Proficiency with standard office equipment and multiple systems, programs, and sites.

Benefits

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, please visit the benefits page.

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 and HealthPartners Medical Group 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.

Life insurance The city provides basic life insurance of one times your annual salary up to $50,000. You can elect to purchase optional life insurance.

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.

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.

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, St. Catherine's, and St. Mary's University