Customer Service Representative I

• Investigate and resolve customer inquiries or complaints on services received.
• Other general office duties as assigned.
• Analyze pertinent information to determine accuracy of customer complaint and determine responsibility for error.
• Examine various records, such as bills and related documents and correspondence to facilitate completion of required paperwork and/or obtain facts regarding customer inquiries and complaints.
• Send notifications on fees or fines, request adjustments concerning billing for services rendered and/or make recommendations to appropriate personal for investigation or action, prepare change of address records, etc. in accordance with ordinances, statutes and policies.
• Interpret ordinance, policies, procedures and rules of solid waste collection to residents that inquire
• Make adjustments on complaints concerning billing or service rendered and/or refer and make recommendations to appropriate personnel for investigation or action and follow-up as necessary.
• Answer questions regarding services provided and assist with customers' needs primarily over the telephone and by electronic correspondence.
• Key information into computers such as work orders, work order responses, tags and reports and maintain records of customer service requests and complaints.

Minimum Qualifications: High School Diploma or equivalent
Minimum Experience: Two years of clerical experience, which has included computer experience and some customer service experience.

• Knowledge of City Ordinances, State Laws and departmental policies, processes and procedures related to area assigned, i.e., utility billing, licenses, solid waste & recycling, etc.
• Good analytical skills to review, isolate and correct discrepancies in customer accounts.
• Ability to work under pressure of high volume customer inquiry and complaint work loads.
• Thorough understanding of assigned department's computerized system and supporting PC network system to effectively perform transactions in a variety of functional areas.
• Ability to work independently and assess customer needs.
• Good oral and written communication skills.

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.
Insurance
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 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 collective bargaining agreements.
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).

• 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
• Metropass: The Metropass program allows eligible employees to enroll in a pass for unlimited bus or light rail rides at a discounted price.