Customer Service Representative I

City of Minneapolis - Minneapolis, MN (30+ days ago)3.9

Provide customer service primarily over the telephone, by electronic correspondence and face-to-face.
  • Receive and post payments to customer accounts.
  • 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, in accordance with ordinances, statutes and policies.
  • Receive, open, sort and distribute U.S. mail and inter-office mail
  • Analyze mailed customer correspondence for ordinance compliance to facilitate completion of work required.
  • Research and process undeliverable U.S. mail according to procedures and make address corrections to ensure successful redelivery.
  • 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 reports, related documents and correspondence to facilitate completion of required work 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.
  • Assist with testing and updating the business line forms and documents.
  • Research, write and prepare various reports from the department information system.
  • Maintain and update the business line user's guide for training purposes
  • Interpret rules, regulations and policies to answer inquiries and resolve problems
  • Process unpaid fees as special assessments against property taxes, acting as business line levy representative
  • Other general office duties as assigned. Working Conditions: Normal with constant exposure to computers

    Required Qualifications:

    Education: High school diploma or equivalent.

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

    Equivalency: An equivalent combination of education and experience closely related to the duties of the position may be considered.

    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.

    Drug/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 AFSCME.

    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.


    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.
    • Good computer skills primarily with Microsoft applications: Word, Excel and Outlook e-mail.
    • Ability to work under pressure of high volume customer inquiry and complaint workloads.
    • Ability to work independently and assess customer needs.
    • Ability to work over the telephone for up to 40 hours per week.