Minneapolismn
Service Center Agent (Amended)
City of Minneapolis
This position 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, 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. 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, and 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.
Have 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.
Working Conditions Office environment.
Required Qualifications Minimum Education:
High School diploma or GED.
Minimum Experience:
Three years of senior level clerical experience.
Desirable Experience
Proficiency in Spanish, Somali, Hmong, or other languages of Minneapolis and Bilingual language skills in Spanish, Somali or Hmong are highly desired.
Experience with 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 a rating of relevant education and experience (100%). Candidates must achieve a passing score of at least 70% on each step. Additional assessments such as a computer skills assessment may be utilized.
Interview Selection The hiring authority reserves the right to determine the maximum number of candidates to interview from the eligible list. The number may be based on education or experience related to the field, work history, or specific skills.
Background Check A criminal background check and/or qualifications check may be required for this position. Applicants must sign a consent form to allow the City to obtain such information.
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. Refusal to consent results in withdrawal of the job offer.
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.
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.
Proficiency with computers and 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 and determine what services or information are 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 and ability to learn quickly and adapt.
Ability to solve problems and think critically.
Written and verbal communication skills.
The City of Minneapolis is proud to be an Equal Employment Opportunity and Aff…
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Other
Industries Government Administration
Equal Employment Opportunity Statement The City of Minneapolis is proud to be an Equal Employment Opportunity and Aff…
#J-18808-Ljbffr
This position 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, 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. 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, and 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.
Have 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.
Working Conditions Office environment.
Required Qualifications Minimum Education:
High School diploma or GED.
Minimum Experience:
Three years of senior level clerical experience.
Desirable Experience
Proficiency in Spanish, Somali, Hmong, or other languages of Minneapolis and Bilingual language skills in Spanish, Somali or Hmong are highly desired.
Experience with 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 a rating of relevant education and experience (100%). Candidates must achieve a passing score of at least 70% on each step. Additional assessments such as a computer skills assessment may be utilized.
Interview Selection The hiring authority reserves the right to determine the maximum number of candidates to interview from the eligible list. The number may be based on education or experience related to the field, work history, or specific skills.
Background Check A criminal background check and/or qualifications check may be required for this position. Applicants must sign a consent form to allow the City to obtain such information.
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. Refusal to consent results in withdrawal of the job offer.
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.
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.
Proficiency with computers and 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 and determine what services or information are 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 and ability to learn quickly and adapt.
Ability to solve problems and think critically.
Written and verbal communication skills.
The City of Minneapolis is proud to be an Equal Employment Opportunity and Aff…
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Other
Industries Government Administration
Equal Employment Opportunity Statement The City of Minneapolis is proud to be an Equal Employment Opportunity and Aff…
#J-18808-Ljbffr