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Service Center Agent (Amended)

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Service Center Agent (Amended)

Salary

$31.24 - $37.97 Hourly

Location

Minneapolis, MN

Job Type

Full-time

Job Number

2025-00508

Department

311 Service Center

Division

311 Call Center

Opening Date

10/30/2025

Closing Date

11/12/2025 11:59 PM Central

FLSA

Non-Exempt

Bargaining Unit

CAF

+ Description

+ Benefits

+ Questions

Position Description

The Service Center Agent serves as the initial “face” of the City and provides integrated services to customers visiting the Service Center, such as answering questions, providing information, processing permits/licenses, and collecting fees and payments for multiple City departments and providing technical assistance to customers at the self-help computer area.

Work Location: This position currently works on-site only.

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

Job Duties and Responsibilities

+ Act as first point of contact for visitors and customers to Minneapolis Service Center.

+ Represent City on behalf of 12 different departments/divisions.

+ Interact directly with the public, providing general information, answering questions and gathering facts and pertinent information regarding various City Services, problems and complaints, also may include providing directions to County and State services.

+ Interpret policies/procedures and handle requests for technical information on functions and procedures?of any of the 12 department/divisions as well as the City as a whole.

+ Assist customers with filling out required paperwork on behalf of City departments.

+ Examine and interpret various bills, orders, citations, and letters to provide customer with guidance for their situation and understanding on how to proceed.

+ Review permit and license applications for all departments. Ensure completeness and accuracy and that any additional required documents are provided.

+ Verify credentials and licenses of professionals and contractors and maintain information in the Enterprise Land Management System.

+ Research and determine charges/fees and/or penalties for services requested or received.

+ Accept payments in all tender types for a variety of transactions in several different software systems.

+ Full understanding of all cash handling procedures and requirements to process payments within the City.

+ Check the City’s drop box on a daily basis and process all documents and payments received. Route any necessary documents to appropriate department.

+ Direct customers to department staff when appropriate.

+ Enter obtained information into pertinent database(s). Follow-up with customer and/or departments as required.

+ Prepare documentation of policy and procedure relevant to Minneapolis Service Center standards.

+ Track, manage and order all supplies for the Service Center.

+ Manage appointments and all department queues via Qmatic software. Ability to cancel, reschedule, or adjust an appointment at the request of a customer.

+ Provide guidance and assistance to department staff on Service Center counter set up, requirements, technology.

+ Provide any received documentation to departments via scan and mail in a timely manner.

Working Conditions: Office environment.

Required Qualifications

Minimum Education:

High School diploma or GED.

Minimum Experience:

Three years of senior level clerical experience.

Desirable Experience: The following knowledge, skills, abilities and experience is highly desirable, though not required:

+ Proficiency in any of the following prominent languages in Minneapolis other than English: Spanish, Somali, Hmong, Laotian, Amharic, Oromo, Vietnamese and American Sign Language (ASL). Bilingual language skills in Spanish, Somali or Hmong is highly desired.

+ Fluent in Spanish is a desired qualification for this vacancy.

+ Experience with the process of cash handling, invoicing, deposits and sending past due accounts.

+ Working knowledge of complex databases such as Enterprise Land Management System (ELMS), enQuesta, Q-matic, etc.

+ Direct customer service experience with Minneapolis residents and businesses.

Selection Process:

The selection process will consist of the following step: 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. As part of the interview process, a work stimulation exercise, candidate assessment, etc. may also be utilized including a combination of a computer skills assessment (multi-tasking, keyboarding speed and accuracy, numbers, memory, call summarization, and prioritizing etc.).

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.

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 represented by a collective bargaining agreement between the City of Minneapolis and American Federation of State, County and Municipal Employees. For more information on the terms and conditions of this agreement please visit: AFSCME (https://www.minneapolismn.gov/government/departments/hr/labor-agreements/afscme-general/) .

Eligible List:

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 (2) months after it has been established.

Knowledge, Skills and Abilities

+ Bilingual in Spanish, Somali or Hmong desirable.

+ Working knowledge of cash handling procedures.

+ Knowledge of municipal building and zoning code process.

+ Knowledge of practices and procedures of computerized data entry and retrieval.

+ Working knowledge of computers and computer applications. modern computer systems used in the City.

+ Knowledge of office practices and procedures and standard office equipment.

+ Knowledge of functions and services of various City departments.

+ Skill in maintaining cooperative and effective working relationships with a diverse set of customers and staff.

+ Ability to analyze situations to determine what services or information is being requested in order to assist or redirect the customer.

+ Ability to analyze information in the City “knowledge base” software.

+ Ability to maintain effective working relationships with the general public under high volume conditions while remaining courteous and tactful.

+ Good listening skills along with the ability to learn quickly and adapt.

+ Ability to solve problems and think critically.

+ Written and verbal communication skills.

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 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 (http://www.minneapolismn.gov/hr/benefits/WCMS1Q-066289) .

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 (http://cityofminneapolis.welcometomedica.com/page/61) 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.

Life insurance

The 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 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 (http://www.minneapolismn.gov/hr/laboragreements/index.htm) .

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.

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: TheMetropass (http://www.minneapolismn.gov/hr/benefits/trans/benefits\_pre-tax-transit) 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 MinneapolisTransportation Benefits Plan (http://www.minneapolismn.gov/hr/benefits/trans/WCMS1P-113620) 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 flexible spending accounts, theEmotional Wellbeing Solutions (https://www.minneapolismn.gov/government/departments/hr/benefits-wellness/) , 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

+ 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

Are you able to fluently speak, write, and understand any of the following languages? (Check all that apply)

+ Spanish

+ Somali

+ Hmong

+ Laotian

+ Amharic

+ Oromo

+ Vietnamese

+ American Sign Language (ASL)

+ None of the above

04

Please indicate below the highest level of education that you have completed.

+ None

+ High School Diploma or GED

+ Associate Degree

+ Bachelor's Degree

+ Master's Degree or higher

05

How much clerical experience do you have?

+ No experience

+ less than 1 year

+ 1 year but less than 3 years

+ 3 years but less than 5 years

+ 5 years or more

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 the general public?

+ No experience

+ Less than 6 months

+ 6 months to less than 1 year

+ 1 year to less than 3 years

+ 3 years to less than 5 years

+ 5 years to less than 7 years

+ 7 years or more

07

Do you have direct customer service experience with Minneapolis residents and businesses?

+ No

+ Yes

08

Do you have customer service experience in any of the following areas: (Select all that apply)

+ Processing permits

+ Utility billing accounts

+ 311 Call Center

+ Processing payments

+ Coordination with business license processing

+ Performing customer intake and triage

+ Other (Please specify in the next question)

+ None

09

Based on your answer to the previous question, can you describe your customer service experience in more detail? If you have no experience, write "N/A"

10

How much work experience do you have with the process of cash handling, and reconciliation?

+ No experience

+ Less than 1 year

+ 1 year but less than 3 years

+ 3 years but less than 5 years

+ 5 years but less than 7 years

+ 7 years or more

11

Do you have working knowledge of the following databases? (Select all that apply)

+ ELMS

+ EnQuesta

+ Q-matic

+ Other

+ None

12

If you answered "other" in the previous question (#10), please describe the database you have experience with.

Required Question

Employer

City of Minneapolis

Address

350 South 5th Street

Room 1

Minneapolis, Minnesota, 55415

Phone

(612) 673-2282

Website

http://www.minneapolismn.gov/jobs

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