Customer Service Supervisor

Position Description

Supervise and provide work direction to Regulatory Services administrative staff. Provide customer service to customers. Facilitate and collaborate with other teams to provide key services to customers.

Work Location
This position may be eligible for flexible work arrangements, including hybrid work with some days working remotely and some days working in the office.

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

Job Duties and Responsibilities

• Supervise and provide work direction to administrative staff.
• Monitor work and provide feedback; develop employees; conduct annual performance appraisals.
• Schedule and assign work and monitor work; handle escalated issues.
• Train and coach administrative staff.
• Understand and interpret the needs of customers and provide quality service for all applicable service areas.
• Interact directly with the public, providing general information, answering questions and gathering facts and pertinent information regarding various department services, problems and complaints. Handle escalated complaints and issues.
• Answer questions about internal functions and procedures and provide solutions to problems, referring more complex questions to appropriate staff.
• Examine various records, such as bills, correction orders, citations and related documents and correspondence to facilitate completion of required paperwork and/or obtain facts regarding customer inquiries and complaints.
• Research and determine charges/fees and/or penalties for services requested or received.
• Accept payments and provide receipts for a variety of transactions.
• Send notifications to customers and/or departments on payments, fees or fines due or past due and collect payments and fees; set up payment plans, prepare change of address records, close licenses, etc. in accordance with ordinances, statutes and policies.
• Enter obtained information into pertinent database(s). Follow up with customer and/or departments as necessary and/or required.
• Assist in establishing standard operating procedures and work rules; prepare documentation of policy and relevant to standards and procedures.

Working Conditions
Normal office setting

Required Qualifications

Minimum Education
High school diploma or equivalent

Minimum Experience
Three years of related experience as a supervisor or “lead” employee which includes experience in customer service and/or with work order management software.

Licenses/Certifications
None required

Resume
A resume is required. You must attach an updated resume to your application or you will not be considered for the position.

Selection Process
The 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
The 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.

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. 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 Representation
This position is not represented by a collective bargaining agreement. View Civil Service Rules for non-represented terms and conditions of employment.

Eligible List Statement
The 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 two months after it has been established.

Interview Selection
The 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 Abilities

• Bilingual in Spanish, Somali or Hmong desirable.
• Extensive knowledge of practices and procedures of computerized data entry and retrieval.
• Strong knowledge of computers and computer applications.
• Strong knowledge of office practices and procedures and standard office equipment.
• Extensive knowledge of functions and services of various City departments.
• Strong ability to analyze situations to determine what service(s) or information is being requested in order to assist or redirect the customer.
• Ability to analyze information in the department’s software systems.
• Ability to maintain effective working relationships with the general public under high volume conditions while remaining courteous and tactful.
• Excellent listening skills along with the ability to learn quickly and adapt.
• Strong ability to solve problems.
• Knowledge of City Ordinances, State Laws and departmental policies, processes and procedures.
• Good reading/comprehension skills.
• Demonstrated experience working with multi-cultural customers.
• Strong 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 and HealthPartners Medical Group 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).

Transportation
Eligible City employees may choose to participate in the following transportation programs:

• Metropass: The Metropass 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 Transportation Benefits Plan gives you options to pay certain commuting costs, such as qualified parking and van pool expenses, with pre-tax dollars.

Learning and development
To 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 perks
Employees can also take advantage of optional life insurance, flexible spending accounts, the Employee Assistance Program , health club discounts and more.

Closing Date/Time: 10/8/2024 11:59 PM Central

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• City of Minneapolis

• 6126733093

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