Lead Customer Service Representative

  • Minneapolis, Minnesota
  • Jun 10, 2024
Full Time Customer Service Education and Training
  • Salary: $30.58 - $37.17 Hourly USD

Job Description

Position Description

This position will be located at the soon to open East Lake Community Safety Center. The position is responsible for providing guidance to customers and potential resolution of problems associated with City functions, departments, and resources, will include navigating multiple systems or functions, and explanation of detailed requirements. It will perform customer intake, triage and research, as well as provide inputs to departmental policies, procedures and training opportunities. The position will also connect customers to resources associated to and through the City, manage the front desk, lobby, and any customer interactions. Also responsible for managing community room and other resources available at this location.

Job Duties and Responsibilities

  • Deal directly with the public and/or other City staff in person and over the phone in giving out general information, answering questions, explaining procedures, and pertinent information regarding problems and complaints.
  • Answer complex billing and process issues as they arise.
  • Interpret departmental/divisional policies and procedures, City Ordinances, City Council actions and State laws for customers, the public, and others.
  • Identify operational and developmental issues, create and implement innovative communications and solutions; lead development of procedures, policies, records, forms, and reports including financial and customer service statistical information.
  • Lead development and delivery of outreach and educational programs and materials.
  • Provide mentorship to Customer Service Representatives, identify training needs, create training materials, and lead training efforts of Customer Service Representatives in all aspects of divisions administrative functions.
  • Represent the department while participating effectively on committees within division and across the enterprise.
  • Complete other duties and special projects as assigned.


Normal office setting.

Required Qualifications

Minimum Education:

High School Diploma or GED.

Minimum Experience:
Three years Customer Service or training experience.

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

Desirable Qualifications -- Language:
Bilingual skills in Spanish, Somali, Amharic, Oromo, Hmong, Vietnamese and/or Lao.

Desirable Qualifications -- Cultural competency:
Ability to relate and work effectively with people from diverse cultural, economic and ethnic backgrounds.

Selection Process:
The selection process will consist of one or more of the following steps: a rating of relevant education and experience. 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.

Union Representation:
This position is represented by a collective bargaining agreement between the City of Minneapolis and the American Federation of State, County, and Municipal Employees District Council No. 5 . For more information on the terms and conditions of this agreement please visit: AFSCME .

Eligible List Statement:
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 one month after it has been established.

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.

Knowledge, Skills and Abilities

  • Working knowledge of Enterprise Land Management System
  • Working knowledge of the processing of refunds
  • Good working knowledge or prior experience with cash receipting and deposits
  • The ability to keep complex records and make detailed reports and statements
  • Good working knowledge of computers, computer applications, and standard office equipment
  • The ability to handle customer complaints in a tactful and effective manner
  • Good oral and written communications skills
  • Good organizations skills
  • Ability to work independently, assess customer needs, and resolve problems
  • Ability to analyze technical data and reports

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 benefits page .

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.

Health insurance
Eligibility for benefits begins the first of the month following employment date. The City of Minneapolis offers eligible employees one plan design 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.

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 collective bargaining agreements .

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 Metropass 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 Transportation Benefits Plan 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 Employee Assistance Program , health club discounts and more.

Closing Date/Time: 6/19/2024 11:59 PM Central

Base Pay


Job Address

Minneapolis, Minnesota United States View Map