311 Customer Service Agent I

Position 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

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

Regular indoor setting.

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

Knowledge, Skills and Abilities

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

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 of Minnesota are available to City employees.

Other perks Employees can also take advantage of flexible spending accounts, the Emotional Wellbeing Solutions, health club discounts and more.