Salary: $26.11 - $31.73 Hourly
Location : Minneapolis, MN
Job Type: Full-time
Job Number: 2024-00769
Department: Public Works
Opening Date: 12/31/2024
Closing Date: 1/13/2025 11:59 PM Central
FLSA: Non-Exempt
Bargaining Unit: CAF
Position Description The City of Minneapolis Public Works Department currently has two (2) openings for a Customer Service Representative I:
- Impound Lot (One full time position)
- Solid Waste & Recycling (One full time position)
Impound LotProvide a variety of services to customers over the telephone and/or in-person answering questions, providing information, collecting fees and payments, etc.
Solid Waste & RecyclingProvide a variety of services to customers over the telephone and/or email answering questions, providing information, collecting fees and payments, etc.
Job Duties and ResponsibilitiesImpound Lot• Front line call taker for all stolen vehicle(s) and license plate(s) in the City of Minneapolis.
• Verify the accuracy of the tow reports and ensure accuracy of officer's paperwork.
• Inform owners and lien holders that impounded vehicles are subject to sale at auction if they fail to claim vehicle.
• Fill out forms, determine charges/fees and/or penalties for services requested or received.
• Receive payment and releasing of vehicles to the proper registered owner, prepare receipts, and help owner locate vehicle if not at Impound Lot.
• Assist in the verification of accuracy of the forms submitted by contract towers.
• May assist in visual checks of conditions and contents of vehicles, assigning of space, etc.
• Investigate and resolve customer inquiries or complaints on services received, disputes on billing, penalties, fees and other charges.
• 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.
• Respond to calls from the public and/or Police Officers requesting information on impounded vehicles.
• Research City, State and Federal databases to establish ownership of vehicles, etc.
• Perform data entry into City, State and Federal computer software for impounded vehicles.
• Entering and clearing stolen vehicles in the state computer (NCIC).
• Run registrations on impounded, repossessed, or private property tows.
• Ordering impounded tows for MPD, Hennepin Co, 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 will require Bureau of Criminal Apprehension- NCIC certification, to perform the duties of the Auto Desk.*WORKING CONDITIONS: Normal with constant exposure to computers.
Solid Waste & Recycling • Answer questions regarding services provided, interview applicants for required services and assist customers with filling out required paperwork to comply with procedures.
• Fill out forms, determine charges/fees and/or penalties for services requested or received.
• Send notifications on payments, fees or fines due or past due and collect deposits, payments and fees; set up payment plans, prepare change of address records, issue orders to discontinue service, etc. in accordance with ordinances, statutes and policies.
• Analyze ordinance compliance to facilitate completion of paperwork required.
• Key information into computers to compile work volume statistics or billing information for accounting purposes and maintain records of customer service requests and complaints.
• Investigate and resolve customer inquiries or complaints on services received, disputes on billing, penalties, fees and other charges.
• Examine various records, such as bills, computer printouts, meter readings and related documents and correspondence to facilitate completion of required paperwork and/or obtain facts regarding customer inquiries and complaints.
• Analyze pertinent information to determine accuracy of customer complaint and determine responsibility for error.
• 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.
• Review keyed information for distribution of carts and verification of recycling collections.
• Assist in monitoring lost, stolen and damaged carts, residential need for more carts.
• Research, write and issue a variety of work orders and/or reports from the department information system.
WORKING CONDITIONS: Normal with constant exposure to computers
Required QualificationsMINIMUM QUALIFICATIONS: High School Diploma or equivalent
EXPERIENCE: Two years of clerical experience, which has included computer experience and some customer service experience
LICENSES/CERTIFICATIONS: N/A
Selection ProcessThe selection process will consist of one or more of the following steps:
a rating of relevant education and experience (100%). 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 - Solid Waste & RecyclingThe 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.
Background Check (Police) - Impound LotThe City has determined that a thorough Minneapolis Police Department criminal background check is necessary for positions with this job title. Applicants must sign an informed consent allowing the City to obtain their criminal history information in connection with the position sought. Applicants who do not sign the informed consent form will not be considered for the position.
Drug and Alcohol Testing - Impound LotAll job applicants must pass a pre-employment drug and alcohol test once a conditional offer of employment has been made. Applicants will be required to sign a notification and consent form prior to undergoing drug and alcohol testing. Applicants who do not consent to undergo drug and alcohol testing will not be required to do so and the City will withdraw the conditional job offer, resulting in the job applicant no longer being considered for the position.
Union RepresentationThis position is represented by a collective bargaining agreement between the City of Minneapolis and the
AFSCME General Unit (CAF). For more information on the terms and conditions of this agreement please visit:
Eligible List StatementThe 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 three months after it has been established.
Interview SelectionThe 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 AbilitiesImpound Lot• Knowledge of City Ordinances, State Laws and departmental polices, 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 Autodesk.
• Geographic knowledge of the City of Minneapolis.
• Knowledge of the basic principles of accounting as related to billing processes and the ability to accurately make adjustments to accounts.
• Accessing and updating multiple databases using, TOPS (Our inventory system), TOPS Stolen (In house record of stolen vehicles & repo's), MPD Records Managements System (PIMS), Minnesota Driver and Vehicle e-Services (MNDRIVE), MPD VisiNet, MPD Hot sheet and BCA computer interfaces/portals.
Solid Waste & Recycling • 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.
• Knowledge of the basic principles of accounting as related to billing processes and the ability to accurately make adjustments to accounts.
• Thorough understanding of assigned department's computerized system and supporting PC network system to effectively perform transactions in a variety of functional areas.
• Good analytical skills to review, isolate and correct discrepancies in customer accounts.
• Good oral and written communication skills.
• Ability to work under pressure of high-volume customer inquiry and complaint workloads.
• Ability to work independently and assess customer needs.
As the largest and most vibrant city in the state, Minneapolis depends on purposeful, dedicated and innovative employees. Minneapolis has a large variety of careers for people of all experiences and backgrounds who come together for a singular purpose-serving the residents, businesses and visitors of Minneapolis.
The City of Minneapolis is proud to be an Equal Employment Opportunity and Affirmative Action employer.
Benefits SummaryOur 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
InsuranceHealth insuranceEligibility for benefits begins the first of the month following employment date. The City of Minneapolis offers eligible employees 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 insuranceThe City of Minneapolis offers dental insurance through Delta Dental of Minnesota and pays 100% of the monthly premium for eligible employees.
Life insuranceThe city provides basic life insurance of one times your annual salary up to $50,000. You can elect to purchase optional life insurance.
Paid time offOur 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
Paid parental leaveCity 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.
RetirementCity 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).
TransportationEligible City employees may choose to participate in the following transportation programs:
- Metropass: The 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 gives you options to pay certain commuting costs, such as qualified parking and van pool expenses, with pre-tax dollars.
Learning and developmentTo 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 perksEmployees can also take advantage of flexible spending accounts, the , health club discounts and more.
01
How did you find out about this position? (Select all that apply)
- Recruiter
- City of Minneapolis website
- City of Minneapolis employee
- City of Minneapolis job interest card
- City of Minneapolis Career Opportunities Bulletin
- Friend or family member
- League of Minnesota Cities website
- Diversityjobs.com website
- Governmentjobs.com website
- Indeed.com website
- Minnesotajobs.com website
- Minnesota Council of Nonprofits Website
- Other website
- LinkedIn
- Twitter
- Facebook
- Other social media site
- Newspaper
- Other media
- College or University
- Community organization
- Job Fair
- Professional association
- Site Visit
02
Please specify where you heard about this position (e.g., website name, City of Minneapolis employee name, job fair, professional association).
03
Do you have a High School Diploma or GED equivalent?
04
The position at the Impound Lot is a 24/7 operation. Regular hours will most likely consist of days/evenings/nights and weekends. Are you willing and able to work days/evenings/nights, weekends, and holidays?
05
Do you have two years of clerical experience, which has included computer experience and customer service experience ?
06
How many years of work experience do you have providing direct service as a first point of contact where you worked independently, under general supervision, to provide customer service to a wide variety of stakeholders?
- No Experience
- Less than 1 year
- 1 Year but less than 2 years
- 2 years but less than 3 years
- 3 years but less than 4 years
- 4 or more years
07
How many years of experience do you have performing work that involves typing and data entry?
- No Experience
- Less than 1 Year
- 1 Year but less than 2 years
- 2 years but less than 3 years
- 3 years but less than 4 years
- 4 or more years
08
How many years of experience do you have researching city, state and federal database systems?
- No Experience
- Less than 1 year
- 1 year but less than 2 years
- 2 years but less than 3 years
- 3 years but less than 4 years
- 4 or more years
09
You will be working with a wide variety of people, including people who may be extremely upset. Dealing effectively with upset or angry people is an important quality in this position. How many years of experience do you have working with angry or upset people?
- No Experience
- Less than 1 year
- 1 year but less than 2 years
- 2 years but less than 3 years
- 3 years but less than 4 years
- 4 or more years
10
Describe your ability to manage with multiple interruptions while performing your regular work assignments.
11
Which division do you have interest in?
- Impound Lot
- Solid Waste & Recycling
- Both
Required Question
