311 Customer Service Agent I

The 311 Customer Service Agent is the primary point of contact for all non-emergency City of Minneapolis information and services, including government services, resident services, business services, city information, and filing non-emergency police reports. The representative connects to interpretation services and reports accessibility concerns for residents, businesses, and visitors. Service calls may be received via phone, online request, email, texting, mobile app, TTY/TDD, or interpreter service. The representative streamlines the reporting process for tracking service requests from inception to completion, simplifies access to city information, and facilitates transparency and accountability. The role may also include providing in-person directory customer service at the Public Service Building information desk.

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

Responsibilities

• Triage incoming communications through 311's omnichannel format
• Provide accurate and timely information to callers using internal and external resources
• Determine when service requests are needed and create and submit them
• Handle calls for case follow-up and work with interpreters
• Serve as the first point of contact during significant incidents
• Record and report accessibility concerns
• Navigate and utilize internal and external resources to assist callers
• Maintain data accuracy and enter case information in the internal system
• Provide exceptional customer service and handle difficult situations with tact and professionalism
• Contribute to team goals and continuously improve skills through training and development opportunities

Requirements

• High School Diploma or equivalent
• Two years of experience in high-volume customer service or a call center environment
• Two years of experience in clerical work
• Bilingual in Spanish, Somali, Oromo, Lao, or Hmong (desirable in some positions)

Skills

• Knowledge of computerized data entry and retrieval and office practices and procedures
• Working knowledge of computers and computer applications
• Knowledge of the functions and services of all City departments
• Proficient at keyboarding (30+ WPM)
• Ability to analyze situations and information in the City's Knowledge Base Software
• Strong customer service skills and ability to maintain effective working relationships with the general public
• Active, comprehensive, critical, and empathetic listening skills
• Adaptability and versatility, ability to learn and process new information quickly and efficiently
• Ability to solve complex problems and strong reading comprehension skills
• Strong oral and written communication skills, ability to maintain composure and de-escalate situations
• Ability to multitask in a fast-paced environment and work autonomously
• Ability to build strong working relationships with internal customers
• Proficiency with standard office equipment and multiple systems, programs, and sites

Working Conditions

Regular indoor setting.