Service Center Agent

City of Minneapolis; Minneapolis (MN); On-site; USD 32,000 - 42,000; Full time

Job summary

The City of Minneapolis is seeking a Service Center Agent to act as the initial face of the City, handling inquiries, processing permits/licenses, and collecting fees across multiple departments. The role requires strong customer service, cash handling, and data-entry skills, with the ability to travel between sites if needed.

Ideal candidates will have a High School diploma or GED and at least three years of senior clerical experience, with bilingual abilities in Spanish, Somali or Hmong

Qualifications

• High School diploma or GED.
• Three years of senior level clerical experience.
• Must have reliable transportation to travel between sites.
• Desirable: bilingual Spanish, Somali or Hmong; fluent Spanish.
• Experience with cash handling, invoicing, deposits and past due accounts.
• Working knowledge of ELMS, enQuesta, Q-matic.
• Direct customer service experience with Minneapolis residents and businesses.

Responsibilities

• Act as first point of contact for visitors and customers to Minneapolis Service Center.
• Represent City on behalf of 12 different departments/divisions.
• Interact with the public to provide information, answer questions and gather facts.

Skills

Cash handling procedures

Customer service

Communication skills

Problem solving

Multitasking

Keyboarding speed

Education

High School diploma or GED

Tools

ELMS

enQuesta

Q-matic

Job description

Position Description

The Service Center Agent serves as the initial "face" of the City and provides integrated services to customers visiting the Service Center, such as answering questions, providing information, processing permits/licenses, and collecting fees and payments for multiple City departments and providing technical assistance to customers at the self-help computer area.

Work Location: This position currently works on-site only and may require travel between multiple work locations. *This position is restricted to Current City of Minneapolis Employees*.

The City of Minneapolis does not sponsor applicants for work visas.

Job Duties and Responsibilities

1. Act as first point of contact for visitors and customers to Minneapolis Service Center.
2. Represent City on behalf of 12 different departments/divisions.
3. Interact directly with the public, providing general information, answering questions and gathering facts and pertinent information regarding various City Services, problems and complaints, also may include providing directions to County and State services.
4. Interpret policies/procedures and handle requests for technical information on functions and procedures of any of the 12 department/divisions as well as the City as a whole.
5. Assist customers with filling out required paperwork on behalf of City departments.
6. Examine and interpret various bills, orders, citations, and letters to provide customer with guidance for their situation and understanding on how to proceed.
7. Review permit and license applications for all departments. Ensure completeness and accuracy and that any additional required documents are provided.
8. Verify credentials and licenses of professionals and contractors and maintain information in the Enterprise Land Management System.
9. Research and determine charges/fees and/or penalties for services requested or received.
10. Accept payments in all tender types for a variety of transactions in several different software systems.
11. Full understanding of all cash handling procedures and requirements to process payments within the City.
12. Check the City's drop box on a daily basis and process all documents and payments received. Route any necessary documents to appropriate department.
13. Direct customers to department staff when appropriate.
14. Enter obtained information into pertinent database(s). Follow-up with customer and/or departments as required.
15. Prepare documentation of policy and procedure relevant to Minneapolis Service Center standards.
16. Track, manage and order all supplies for the Service Center.
17. Manage appointments and all department queues via Qmatic software. Ability to cancel, reschedule, or adjust an appointment at the request of a customer.
18. Provide guidance and assistance to department staff on Service Center counter set up, requirements, technology.
19. Provide any received documentation to departments via scan and mail in a timely manner.

WORKING CONDITIONS: Office environment.

Required Qualifications

MINIMUM EDUCATION: High School diploma or GED

MINIMUM EXPERIENCE Three years of senior level clerical experience

OTHER: Must have reliable transportation to travel from site to site during the workday.

Desirable Experience: The following knowledge, skills, abilities and experience is highly desirable, though not required:

• Proficiency in any of the following prominent languages in Minneapolis other than English: Spanish, Somali, Hmong, Laotian, Amharic, Oromo, Vietnamese and American Sign Language (ASL). Bilingual language skills in Spanish, Somali or Hmong is highly desired.
• Fluent in Spanish is a desired qualification for this vacancy.
• Experience with the process of cash handling, invoicing, deposits and sending past due accounts.
• Working knowledge of complex databases such as Enterprise Land Management System (ELMS), enQuesta, Q-matic, etc.
• Direct customer service experience with Minneapolis residents and businesses.

Selection Process: The selection process will consist of the following step: 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. As part of the interview process, a work stimulation exercise, candidate assessment, etc. may also be utilized including a combination of a computer skills assessment (multi-tasking, keyboarding speed and accuracy, numbers, memory, call summarization, and prioritizing etc.).

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.

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 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 American Federation of State, County and Municipal Employees. For more information on the terms and conditions of this agreement please visit: AFSCME.

Eligible List: 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 eligible list will expire two (2) months after it has been established.

Knowledge, Skills and Abilities

1. Bilingual in Spanish, Somali or Hmong desirable.
2. Working knowledge of cash handling procedures.
3. Knowledge of municipal building and zoning code process.
4. Knowledge of practices and procedures of computerized data entry and retrieval.
5. Working knowledge of computers and computer applications. modern computer systems used in the City.
6. Knowledge of office practices and procedures and standard office equipment.
7. Knowledge of functions and services of various City departments.
8. Skill in maintaining cooperative and effective working relationships with a diverse set of customers and staff.
9. Ability to analyze situations to determine what services or information is being requested in order to assist or redirect the customer.
10. Ability to analyze information in the City "knowledge base" software.
11. Ability to maintain effective working relationships with the general public under high volume conditions while remaining courteous and tactful.
12. Good listening skills along with the ability to learn quickly and adapt.
13. Ability to solve problems and think critically.
14. Written and verbal communication skills.

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.