311 Customer Service Agent

Salary : $47,299.20 – $64,376.00 Annually

Location : Mankato, MN

Job Type: Full Time

Job Number: 202300043

Department: Administrative Services

Division: 7505019 311 Mankato Call Center

Opening Date: 06/29/2023

Closing Date: 7/10/2023 11:59 PM Central

Description
Grade: STA1 FLSA Status: Non-Exempt
Supervisor Title: 311 Customer Service Agent Supervisor

Minimum Qualifications of Education and Experience:

• High School Diploma/GED is required.
• Must possess a valid driver’s license and be able to drive in the state of Minnesota.

OR

• Any satisfactory equivalent combination of education, training, and experience that demonstrates the knowledge, skills, and abilities to perform the duties of the job proficiently may be substituted for the above requirements.

Nature of Work:

This position reports to the 311 Customer Service Supervisor and receives moderate supervision. The 311 Customer Service Agent will specialize in heavy public contact applying customer service and public relations skills; provides direct service to 311 calls regarding city services, products, functions, and general information; serves and assists customers and others who visit the Intergovernmental Center; prepares and processes cash collections for the City; prepares transaction reports; provides clerical support in the division and for special projects as assigned; composes routine correspondence independently and as assigned, files and retrieves correspondence and other information as needed; and orders and issues supplies as needed.

About Us:

Our employees are committed to working in an environment that fosters the core values of the City of Mankato – positive attitude, accountability, respect, teamwork, and integrity. We care about making a positive difference in the lives of others. Our work is challenging and has purpose. We listen and engage with each other and our community. We are empowered and trusted to make good decisions that align with the public service principles and core values. Our organization is committed to investing and developing each other. We will recognize and celebrate our collective achievements and individual accomplishments.

We take pride in investing in our employees. Our team enjoys a supportive work environment that encourages not only success for the community we serve, but for you as well. Come grow your career with us!

View Job Description
Duties / Responsibilities
Primary Essential Work Functions:

• Provide customer service assistance to community members, customers and others who contact and visit the Intergovernmental Center.
• Answer telephone calls from customers while using various technology tools to resolve and meet customer needs.
• Serve as an informational resource to community members and customers while sharing knowledge about city services, products, functions, and general information.
• Assists community members and customers by problem solving to meet the customer’s needs.
• Processes and coordinates the intake of various permits and licenses.
• Coordinates the daily schedules of inspections, paratransit and flex rides.
• Receive and record water bill payments accurately.
• Prepare daily transaction reports.
• Responsible for ordering, receiving, and maintaining office supplies for the City.
• Train relief staff to support the 311 team.
• Provide clerical support for the City and assist with special projects as assigned.
• Manage and maintain accurate cash receipts for the City.
• Prepares periodic reports for planning and zoning.
• Originate purchase orders, determine vendors via bids or sole suppliers, coordinate arrival of merchandise, invoice, and payment.

Communicates With:

• Internally – City Employees
• Externally – General Public, Contractors, Blue Earth County

Supervision:

• None

Other Work Functions:

• Performs physical and mental demands and work environment requirements for this position.
• Attendance during regularly scheduled work hours and outside regular hours as necessary.
• Effective and respectful communication and interactions with other employees, supervisors, individuals from other organizations, and community customers.
• Performs other related work as assigned or apparent.

Knowledge, Skills, and Abilities Required:

• Excellent customer service skills and ability to use tact and courtesy when communicating with the public.
• Knowledge of telephone etiquette and techniques.
• Knowledge of practices and procedures of computerized data entry and retrieval.
• Working knowledge of computers and computer applications.
• Knowledge of office practices and procedures and standard office equipment.
• Knowledge of modern procedures of cashiering and data processing methods.
• Proficient at keyboarding and the ability to analyze situations to determine what services or information is being requested in order to enter the correct information into the required software to get an appropriate answer to enter the service request.
• Ability to act independently while performing required tasks.
• Ability to make arithmetical computations and count cash rapidly and accurately.
• Extensive experience in all areas of clerical skills, including typing, mathematical computation, personal computers, miscellaneous office machines, filing, composing business correspondence, organizing and managing operating systems in an office setting.
• Ability to problem-solve issues ranging from the routine to the complex.
• Ability to prioritize work assigned for optimum efficiency.
• Ability to take assignments and directions from multiple individuals.
• Willingness to accept responsibility, take initiative, and work independently to accomplish the goals assigned.
• Willingness and ability to learn about new equipment.
• Ability to perform a variety of clerical and manual tasks.
• Ability to listen, speak, and communicate in an effective manner with diverse group of individuals both inside and outside the organization.
• Ability to provide assistance and coordinate work with others.
• Ability to speak and write effectively to respond to complaints and requests on a full range of issues and compliance standards.

Qualifications / Conditions of Employment
Conditions of Employment:

• Must possess a valid driver’s license and be able to drive in the state of Minnesota
• Must satisfactorily complete a pre-employment assessment and background examination.
• Must meet expectations of the essential work functions and knowledge, skills, and abilities for the position.
• Must comply with organizational and departmental policies.
• Must comply with data practices policies and standards relative to not public data. Any access to not public data should be strictly limited to accessing the data that are necessary to fulfill the employment responsibility. While data are being accessed, incumbent should take reasonable measures to ensure the not public data are not accessed by individuals without a work reason. Once the work reason to access the data is reasonably finished the not public data must be properly stored according to city policy and the Minnesota Statutes.

Hours of Work
General working hours for this position will be Monday-Friday, 9:00 a.m. to 5:30 p.m. Operating hours for 311 Mankato Call Center are Monday-Friday, 8:00 a.m. to 5:30 p.m. Working hours may be adjusted to meet staffing coverage or service needs; and may require various evening, weekend, and holiday hours as necessary.

City of Mankato

2023

BENEFITS OVERVIEW
For a Regular Full-Time Employee

The City of Mankato provides a comprehensive, balanced, and competitive benefits package as part of your total compensation. The City’s benefits programs address both the immediate needs that you and your family may have, such as medical coverage or flexible spending accounts, and your long-term needs, such as retirement savings.

The following outline of City-offered benefits serves as an overview and does not provide all provisions, limitations, and exclusions. If there is a contradiction between this and the official plan documents, the plan documents will prevail.

EMPLOYER PROVIDED BENEFITS:

Paid Vacation:
Vacation accruals, utilization and payouts vary within each collective bargaining agreement and/or employee handbook. The following is the general overview of the vacation benefit:

• Vacation hours may be accrued to a maximum of 50 days or 400 hours.
• Hours are accrued incrementally each pay period.
• Vacation hours may be taken in 30-minute increments.
• Unused balance carries over year to year.

Years of Service – Vacation Days Per Year
0 – 5 years – 10 days
6 – 10 years – 15 days
11 – 14 years – 17 days
15 – 20 years – 20 days
21 years – 21 days
22 years – 22 days
23 years – 23 days
24 years – 24 days
25 years – 25 days
26 years – 26 days
27 years – 27 days
28 years – 28 days
29 years – 29 days
30 years+ – 30 days

Paid Sick Leave:
Employees earn 8 hours of sick leave per month.

11 Paid Holidays and 1 Floating Holiday:
All regular full-time employees of the City, except those who are governed by a union contract or different holiday policy, receive ten (10) paid specific holidays and one (1) floating holiday.

Health Insurance Coverage Through Blue Cross/Blue Shield of MN:

• Health insurance plans to choose from: $5,000 HDHP, $3,000 HDHP, $500 CMM, $100 CMM
• City contributes up to $1,000/month ($12,000 annually) towards single coverage plans; and up to $2,500/month ($30,000 annually) for family coverage plans.
• All employee contributions towards premiums are deducted through payroll deductions on a bi-weekly basis.
• City contributions for union members will follow negotiated contract language.

NICE Healthcare (Free to all full-time employees):
Nice is an integrated primary care clinic – meaning NICE offers almost all of the services of a traditional primary care clinic and then some. And better yet, NICE brings that care to your home, office, or wherever you happen to be.
Offers employees and their household members an amazing healthcare benefit with no out-of-pocket fees. Below are the comprehensive primary care services that NICE offers:

• Same-Day Chat and Video Visits
• In-Home Visits with 35 Free Labs and Physical Tests
• 550+ Free Medications Can Be Prescribed by Our Clinicians
• Free Virtual Physical Therapy
• Free Virtual Mental Health Therapy
• Free In-Home X-rays and EKG Services

Term Life Insurance:
The City provides a term life insurance policy at no cost to the employee. (Face value is 125% of employee’s base salary up to a maximum of face value of $50,000).

Retirement
PERA (Public Employees Retirement Association)

1. Must participate as directed by Minnesota Statutes.
2. Employer and employee contribution rates vary depending on position.
3. May obtain refund of employee contribution on termination of service.

2023 Employer/Employee Contribution Rates – Effective January 1, 2023
Contributions are calculated on gross bi-weekly salary each pay period.

Coordinated Plan
Employer: 7.5%
Employee 6.5%

Police and Fire Plan
Employer: 17.7%
Employee 11.8%

OPTIONAL VOLUNTARY BENEFITS AVAILABLE:
The following benefits are available on an elective basis at the employee’s choice:

Deferred Compensation Plans (457)
Plans available through ICMA, Nationwide Retirement Solutions, and MN Deferred Compensation Plan.

Dental Insurance
Coverage through Delta Dental.

Health Care and Day Care Flexible Spending Accounts

Computer Purchase Program
0% interest for up to 3 years (max. $3,500)

Payroll deductions available for:

• YMCA membership at corporate rates.
• Savings Bonds.
• Various voluntary group life and disability plans.
• AFLAC
• Voluntary Dental Insurance

Credit Union Membership – Eligible for membership

• MN Valley Federal Credit Union
• Affinity Plus Federal Credit Union

Vacation Purchase Program
Employees may purchase additional vacation time (limits apply).

Employee Assistance Program (EAP)

Questions regarding benefit information can be directed to Human Resources at 507-387-8664.

01

The following supplemental information may be used as a scored evaluation of your knowledge, skills and experience. Be certain that the choices you make correspond to the information you have provided in your application. By completing this supplemental questionnaire you are attesting that the information you have provided is true and accurate. Any information provided may be reviewed by the hiring manager. Any misstatements or falsification of information will eliminate you from consideration or may result in dismissal. Do you understand and agree with this statement?

• Yes
• No

02

Which of the following best describes your level of education?

• High school diploma / GED
• Some college
• Associates
• Bachelors
• Masters or higher
• None of the above

03

If applicable, list the field of study in which you possess a degree. If no degree, type N/A.

04

Do you currently have a valid Minnesota driver’s license or a valid driver’s license from another state?

• Yes, I have a valid Minnesota driver’s license.
• Yes, I have a valid driver’s license form another state.
• No, I do not currently possess a valid driver’s license.

05

Which of the following best describes your years of employment experience performing general support duties, such as, but not limited to, photocopying, filing, data entry, reporting and scanning?

• No experience
• Less than 6 months
• More than 6 months, but less than 1 year
• More than 1 year, but less than 2
• More than 2 years, but less than 3
• More than 3 years, but less than 4
• More than 4 years, but less than 5
• More than 5 years, but less than 6
• More than 6 years, but less than 7
• More than 7 years, but less than 8
• More than 8 years, but less than 9
• More than 9 years, but less than 10
• 10 or more years

06

Which of the following best describes your years of employment experience performing customer service and/or general office duties, such as, but not limited to, greeting the public, handling phone calls, answering questions, and troubleshooting customer problems?

• No experience
• Less than 6 months
• More than 6 months, but less than 1 year
• More than 1 year, but less than 2
• More than 2 years, but less than 3
• More than 3 years, but less than 4
• More than 4 years, but less than 5
• More than 5 years, but less than 6
• More than 6 years, but less than 7
• More than 7 years, but less than 8
• More than 8 years, but less than 9
• More than 9 years, but less than 10
• 10 or more years

07

Describe what in your application demonstrates your experience providing customer service and performing general office duties. If you do not have experience, type N/A.

08

Which of the following best describes your experience in emergency response, crisis hotline or a service-oriented role interacting with people?

• No experience
• Less than 6 months
• More than 6 months, but less than 1 year
• More than 1 year, but less than 2
• More than 2 years, but less than 3
• More than 3 years, but less than 4
• More than 4 years, but less than 5
• More than 5 years, but less than 6
• More than 6 years, but less than 7
• More than 7 years, but less than 8
• More than 8 years, but less than 9
• More than 9 years, but less than 10
• 10 or more years

09

Describe what in your application demonstrates your experience in emergency response, crisis hotline, or a service-oriented role interacting with people. If you do not have experience, type N/A.

10

Which of the following best describes your years of employment experience performing multiple tasks simultaneously, interrogation skills, call center, and troubleshooting customer problems?

• No experience
• Less than 6 months
• More than 6 months, but less than 1 year
• More than 1 year, but less than 2
• More than 2 years, but less than 3
• More than 3 years, but less than 4
• More than 4 years, but less than 5
• More than 5 years, but less than 6
• More than 6 years, but less than 7
• More than 7 years, but less than 8
• More than 8 years, but less than 9
• More than 9 years, but less than 10
• 10 or more years

11

Which of the following best describes how frequently you have had to handle multiple tasks simultaneously in your current role or previous position?

• Hourly
• Once a day
• Two times a week
• Once a week
• None of the above

12

Are you able to type at a rate of 45 wpm with 90% accuracy?

• Yes
• No

13

Which of the following best describes how frequently you interact face-to-face with customers in your current role or previous position?

• Hourly
• Multiple times a day
• Once a day
• Multiple times a week
• Once a week
• None of the above

14

Please indicate the following software/systems that you are PROFICIENT in using: (Select all that apply)

• Microsoft Office Word
• Microsoft Office Outlook
• Microsoft Office Excel
• Microsoft Office SharePoint
• Work order management software
• Customer Service / Complaint software
• Knowledge base systems
• Tyler-Munis software
• None of the above

15

Describe what in your application demonstrates the experience you have in the software/systems you selected above. If you do not have experience, type N/A.

16

Which of the following best describes the percentage of your workday that is spent using the software/systems you selected in Question 14 above?

• Less than 20% of my overall time.
• More than 20%, but less than 40% of my overall time.
• More than 40%, but less than 75% of my overall time
• More than 75% of my overall time.
• N/A – I do not have experience in this area.

17

Select from the following areas in which you have work experience. (Select all that apply)

• Call Center
• Accounts Receivable
• City Government

18

Are you currently a registered Minnesota Notary?

• Yes
• No

19

Describe how your background and experience align with the duties and responsibilities of this position.

20

OTHER QUALIFICATIONS: Describe any other special training you’ve completed or skills and experience you currently possess that you feel would make you the best-qualified person for this position.

21

CONDITIONS OF EMPLOYMENT: If selected as a finalist, are you willing to undergo a pre-employment personnel assessment, background investigation which may include, but not limited to: verification of employment and education records, identification verification, driver’s license record, and a criminal history?

• Yes
• No

22

Are you willing to work in a highly stressful environment on a daily basis?

• Yes
• No

23

Are you willing to make critical decisions under considerable pressure and stress?

• Yes
• No

Required Question