Customer Service Representative I

About the role

Provide a variety of services to customers over the telephone and/or in-person, including answering questions, providing information, collecting fees and payments, and processing impounded vehicles for the City of Minneapolis.

This position currently works on-site only. The City of Minneapolis does not sponsor applicants for work visas.

Responsibilities

• Serve as front line call taker for all stolen vehicle(s) and license plate(s) in the City of Minneapolis.
• Verify the accuracy of tow reports and ensure accuracy of officer’s paperwork.
• Inform owners and lien holders that impounded vehicles are subject to sale at auction if unclaimed.
• Fill out forms, determine charges/fees and/or penalties for services requested or received.
• Receive payment and release vehicles to the proper registered owner, prepare receipts, and help owners locate vehicles if not at the Impound Lot.
• Assist in verifying the accuracy of forms submitted by contract towers.
• May assist in visual checks of vehicle conditions and contents, and assigning of space.
• Investigate and resolve customer inquiries or complaints regarding services, billing, penalties, fees, and other charges.
• Make adjustments on complaints concerning billing or service and refer or recommend actions to appropriate personnel for follow-up.
• Respond to calls from the public and/or Police Officers requesting information on impounded vehicles.
• Research City, State, and Federal databases to establish vehicle ownership.
• Perform data entry into City, State, and Federal computer software for impounded vehicles.
• Enter and clear stolen vehicles in the state computer (NCIC).
• Run registrations on impounded, repossessed, or private property tows.
• Order impounded tows for MPD, Hennepin County, Metro Transit, and University of Minnesota PD.
• Remove Police or City Attorney holds on impounded vehicles per request.
• Add and clear stolen vehicle(s) from the Minneapolis Police Hot sheet.

This position requires Bureau of Criminal Apprehension-NCIC certification.

Schedule

Dog Watch Shift (usually four 10-hour shifts), with hours from 9:00 PM – 7:00 AM. Initial training will be conducted during regular daytime business hours.

Requirements

• High School Diploma or equivalent.
• Two years of clerical experience, including computer experience and some customer service experience.

Skills

• Knowledge of City Ordinances, State Laws, and departmental policies, processes, and procedures related to the Impound Lot.
• Good analytical skills to review, isolate, and assist customers at the window or in the role at the Auto Desk.
• Geographic knowledge of the City of Minneapolis.
• Knowledge of basic accounting principles related to billing processes and ability to accurately make adjustments to accounts.
• Experience accessing and updating multiple databases, including TOPS, TOPS Stolen, MPD Records Management System (PIMS), Minnesota Driver and Vehicle e-Services (MNDRIVE), MPD VisiNet, MPD Hot sheet, and BCA computer interfaces/portals.
• Good oral and written communication skills.
• Ability to work under pressure during high-volume customer inquiries and complaints.
• Ability to work independently and assess customer needs.
• Ability to remain calm during stressful situations.

Selection Process

• Rating of relevant education and experience (100%).
• Only candidates who attain a passing score (70%) on each step will proceed in the selection process.
• Thorough Minneapolis Police Department criminal background check required.
• Pre-employment drug and alcohol test required once a conditional offer of employment is made.

This position is represented by a collective bargaining agreement between the City of Minneapolis and the AFSCME General Unit (CAF).