Multichannel 311 Agent — Customer Service

City of Minneapolis; Minneapolis (MN); On-site; USD 40,000 - 52,000; Full time

Job summary

City of Minneapolis is seeking a 311 Customer Service Agent, the primary contact for non-emergency information and services across government, resident, and business inquiries. The role connects callers to interpretation services and reports accessibility concerns for residents, businesses, and visitors in Minneapolis or via the city website.

Responsibilities include handling calls through multiple channels, triaging requests, providing accurate information, and logging service requests to

Qualifications

• Two years of experience in high-volume customer service or a call center environment.
• Two years of experience in clerical work.
• Bilingual in Spanish, Somali, Oromo, Lao, or Hmong is desirable in some positions.

Responsibilities

• 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.

Skills

Customer service

Data entry

Multitasking

Communication

Interpersonal skills

Problem solving

Education

High School Diploma or equivalent

Tools

Knowledge Base Software

Job description

City of Minneapolis is seeking a 311 Customer Service Agent, the primary contact for non-emergency information and services across government, resident, and business inquiries. The role connects callers to interpretation services and reports accessibility concerns for residents, businesses, and visitors in Minneapolis or via the city website.

Responsibilities include handling calls through multiple channels, triaging requests, providing accurate information, and logging service requests to