Multichannel 311 Customer Service Agent I

City-of-Minneapolis; Minneapolis (MN); On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

Union representation

Job summary

City of Minneapolis is seeking a 311 Customer Service Agent to be the primary contact for non-emergency information and services. The role includes connecting to interpretation services, handling multiple communication channels, and ensuring accessible information access for residents, businesses, and visitors.

Responsibilities cover data entry, service request creation, incident support, and sustaining high-quality customer service while working within the City’s Knowledge Base and internal

Qualifications

• High School Diploma or equivalent is required.
• Two years of experience in high-volume customer service or a call center.
• Two years of clerical work experience is required.
• 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

High-volume

Customer service

Call center

Interpersonal skills

Multitasking

Data entry

Education

High School Diploma or equivalent

Tools

Knowledge base software

Office equipment

Job description

City of Minneapolis is seeking a 311 Customer Service Agent to be the primary contact for non-emergency information and services. The role includes connecting to interpretation services, handling multiple communication channels, and ensuring accessible information access for residents, businesses, and visitors.

Responsibilities cover data entry, service request creation, incident support, and sustaining high-quality customer service while working within the City’s Knowledge Base and internal