Customer Service Representative I

Customer Service Representative I

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Customer Service Representative I

Salary

$28.80 - $35.01 Hourly

Location

Impound Lot, 50 Van White Memorial Blvd, Minneapolis, MN

Job Type

Full-time

Job Number

2026-00288

Department

Public Works - Traffic & Parking Services

Division

PW Transp Towing & Impounding

Opening Date

07/23/2026

Closing Date

8/2/2026 11:59 PM Central

FLSA

Non-Exempt

Bargaining Unit

CAF

• Description

• Benefits

• Questions

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 theAFSCME 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.

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: TheMetropass ( 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 MinneapolisTransportation 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, theEmotional Wellbeing Solutions ( , health club discounts and more.

01

How did you find out about this position? (Select all that apply)

• Recruiter

• City of Minneapolis website

• City of Minneapolis employee

• City of Minneapolis Career Opportunities Bulletin

• Friend, family, or community

• League of Minnesota Cities website

• Diversityjobs.com website

• Governmentjobs.com website

• Indeed.com website

• Minnesotajobs.com website

• Minnesota Council of Nonprofits website

• Other Website

• LinkedIn

• Twitter / X

• Facebook

• Other social media site

• Newspaper

• Other media

• College or University

• Community organization

• Job Fair

• Professional association

• Site Visit

• None of the above

02

Please specify where you heard about this position (e.g., website name, City of Minneapolis employee name, job fair, professional association).

03

Do you have a High School Diploma or GED equivalent?

• Yes

• No

04

The position at the Impound Lot is a 24/7 operation. Regular hours will most likely consist of days/evenings/nights and weekends. Are you willing and able to work days/evenings/nights, weekends, and holidays?

• Yes

• No

05

As outlined in the job posting, this position requires working the Dog Watch shift (four 10-hour shifts from 9:00 PM to 7:00 AM). Are you willing and able to work this required schedule?

• Yes

• No

06

This recruitment is being used to fill one (1) full-time (FTE) position and 1-2 temporary positions. Please indicate which position(s) you are interested in:

• Full-Time (FTE) Position

• Temporary Position

• Both Full-Time (FTE) and Temporary Positions

07

Do you have two years of clerical experience, which has included computer experience and customer service experience?

• Yes

• No

08

How many years of work experience do you have providing direct service as a first point of contact where you worked independently, under general supervision, to provide customer service to a wide variety of stakeholders?

• No Experience

• Less than 1 year

• 1 Year but less than 2 years

• 2 years but less than 3 years

• 3 years but less than 4 years

• 4 or more years

09

How many years of experience do you have performing work that involves typing and data entry?

• No Experience

• Less than 1 Year

• 1 Year but less than 2 years

• 2 years but less than 3 years

• 3 years but less than 4 years

• 4 or more years

10

How many years of experience do you have researching city, state and federal database systems?

• No Experience

• Less than 1 year

• 1 Year but less than 2 years

• 2 years but less than 3 years

• 3 years but less than 4 years

• 4 or more years

11

You will be working with a wide variety of people, including people who may be extremely upset. Dealing effectively with upset or angry people is an important quality in this position. How many years of experience do you have working with angry or upset people?

• No Experience

• Less than 1 year

• 1 year but less than 2 years

• 2 years but less than 3 years

• 3 years but less than 4 years

• 4 or more years

12

Describe your ability to manage with multiple interruptions while performing your regular work assignments.

Required Question

Employer

City of Minneapolis

Address

350 South 5th Street

Room 1

Minneapolis, Minnesota, 55415

Phone

View phone number on click.appcast.io

Website

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