Company:
City of Minneapolis, MN
Location: Minneapolis
Closing Date: 27/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Salary: $29.45 - $35.79 Hourly
Location : Minneapolis, MN
Job Type: Full-time
Job Number: 2024-00590
Department: 311 Service Center
Opening Date: 10/23/2024
Closing Date: 11/5/2024 11:59 PM Central
FLSA: Non-Exempt
Bargaining Unit: CAF
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.
Bilingual language skills in Spanish, Somali or Hmong is highly desired.
Work Location:
This position currently works on-site only.
The City of Minneapolis does not sponsor applicants for work visas.
Job Duties and Responsibilities
Office environment.
Required Qualifications
Minimum Education:
High School diploma or GED
Minimum Experience:
Three years of senior level clerical experience.
Equivalency:
An equivalent combination of education and experience closely related to the duties of the position MAY be considered.
Desirable Experience: The following knowledge, skills, abilities and experience is highly desirable, though not required:
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:
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 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 two months after it has been established.
Knowledge, Skills and Abilities
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 and Affirmative Action 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
New 12 weeks of 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.
Insurance
Health insurance
Eligibility for benefits begins the first of the month following employment date. The City of Minneapolis offers eligible employees 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.
Benefits
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
Retirement
City employees earn a pension and may choose to participate in additional retirement savings programs.
Eligible City employees may choose to participate in the following transportation programs:
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 optional life insurance, flexible spending accounts, the , health club discounts and more.
01
How did you find out about this position? (Select all that apply)
02
Please specify where you heard about this position (e.g., website name, City of Minneapolis employee name, job fair, professional association).
03
Are you able to fluently speak, write, and understand any of the following languages? (Check all that apply)
04
Please indicate below the highest level of education that you have completed.
05
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 the general public?
06
Do you have direct customer service experience with Minneapolis residents and businesses?
07
Do you have customer service experience in any of the following areas: (Select all that apply)
08
Based on your answer to the previous question, can you describe your customer service experience in more detail? If you have no experience, write "N/A"
09
How much work experience do you have with the process of cash handling, and reconciliation?
10
Do you have working knowledge of the following databases? (Select all that apply)
11
If you answered "other" in the previous question, please describe the database you have experience with.
Required Question
Location : Minneapolis, MN
Job Type: Full-time
Job Number: 2024-00590
Department: 311 Service Center
Opening Date: 10/23/2024
Closing Date: 11/5/2024 11:59 PM Central
FLSA: Non-Exempt
Bargaining Unit: CAF
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.
Bilingual language skills in Spanish, Somali or Hmong is highly desired.
Work Location:
This position currently works on-site only.
The City of Minneapolis does not sponsor applicants for work visas.
Job Duties and 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 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.
- 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.
- Assist customers with filling out required paperwork on behalf of City departments.
- Examine and interpret various bills, orders, citations, and letters to provide customer with guidance for their situation and understanding on how to proceed.
- Review permit and license applications for all departments. Ensure completeness and accuracy and that any additional required documents are provided.
- Verify credentials and licenses of professionals and contractors and maintain information in the Enterprise Land Management System.
- Research and determine charges/fees and/or penalties for services requested or received.
- Accept payments in all tender types for a variety of transactions in several different software systems.
- Full understanding of all cash handling procedures and requirements to process payments within the City.
- Check the City's drop box on a daily basis and process all documents and payments received. Route any necessary documents to appropriate department.
- Direct customers to department staff when appropriate.
- Enter obtained information into pertinent database(s). Follow-up with customer and/or departments as required.
- Prepare documentation of policy and procedure relevant to Minneapolis Service Center standards.
- Track, manage and order all supplies for the Service Center.
- Manage appointments and all department queues via Qmatic software. Ability to cancel, reschedule, or adjust an appointment at the request of a customer.
- Provide guidance and assistance to department staff on Service Center counter set up, requirements, technology.
- Provide any received documentation to departments via scan and mail in a timely manner.
Office environment.
Required Qualifications
Minimum Education:
High School diploma or GED
Minimum Experience:
Three years of senior level clerical experience.
Equivalency:
An equivalent combination of education and experience closely related to the duties of the position MAY be considered.
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.
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:
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 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 two months after it has been established.
Knowledge, Skills and Abilities
- Bilingual in Spanish, Somali or Hmong desirable.
- Working knowledge of cash handling procedures.
- Knowledge of municipal building and zoning code process.
- Knowledge of practices and procedures of computerized data entry and retrieval.
- Working knowledge of computers and computer applications. modern computer systems used in the City.
- Knowledge of office practices and procedures and standard office equipment.
- Knowledge of functions and services of various City departments.
- Skill in maintaining cooperative and effective working relationships with a diverse set of customers and staff.
- Ability to analyze situations to determine what services or information is being requested in order to assist or redirect the customer.
- Ability to analyze information in the City "knowledge base" software.
- Ability to maintain effective working relationships with the general public under high volume conditions while remaining courteous and tactful.
- Good listening skills along with the ability to learn quickly and adapt.
- Ability to solve problems and think critically.
- 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 and Affirmative Action 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
New 12 weeks of 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.
Insurance
Health insurance
Eligibility for benefits begins the first of the month following employment date. The City of Minneapolis offers eligible employees 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.
Benefits
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
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).
Eligible City employees may choose to participate in the following transportation programs:
- Metropass: The 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 Minneapolis 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 optional life insurance, flexible spending accounts, the , 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 job interest card
- City of Minneapolis Career Opportunities Bulletin
- Friend or family member
- League of Minnesota Cities website
- Diversityjobs.com website
- Governmentjobs.com website
- Indeed.com website
- Minnesotajobs.com website
- Minnesota Council of Nonprofits Website
- Other website
- Other social media site
- Newspaper
- Other media
- College or University
- Community organization
- Job Fair
- Professional association
- Site Visit
02
Please specify where you heard about this position (e.g., website name, City of Minneapolis employee name, job fair, professional association).
03
Are you able to fluently speak, write, and understand any of the following languages? (Check all that apply)
- Spanish
- Somali
- Hmong
- Laotian
- Amharic
- Oromo
- Vietnamese
- American Sign Language (ASL)
- None of the above
04
Please indicate below the highest level of education that you have completed.
- None
- High School Diploma or GED
- Some College
- Associate Degree
- Bachelor's Degree
- Master's Degree or higher
05
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 the general public?
- 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 years but less than 5 years
- 5 or more years
06
Do you have direct customer service experience with Minneapolis residents and businesses?
- No
- Yes
07
Do you have customer service experience in any of the following areas: (Select all that apply)
- Processing permits
- Utility billing accounts
- 311 Call center
- Processing payments
- Coordination with business license processing
- Performing customer intake and triage
- Other (Please specify in the next question)
08
Based on your answer to the previous question, can you describe your customer service experience in more detail? If you have no experience, write "N/A"
09
How much work experience do you have with the process of cash handling, and reconciliation?
- 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 years but less than 5 years
- 5 or more years
10
Do you have working knowledge of the following databases? (Select all that apply)
- ELMS
- EnQuesta
- Q-matic
- Other
- None of the above
11
If you answered "other" in the previous question, please describe the database you have experience with.
Required Question
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City of Minneapolis, MN