What are the responsibilities and job description for the 311 Customer Service Agent position at City of Mankato, MN?
Salary : $50,668.80 - $68,952.00 Annually
Location : Mankato, MN
Job Type : Full Time
Job Number : 202500011
Department : Administrative Services
Division : 7505019 311 Mankato Call Center
Opening Date : 02 / 20 / 2025
Closing Date : 3 / 10 / 2025 11 : 59 PM Central
Description
Grade : STA1 FLSA Status : Non-Exempt
Safety Sensitive Position : No
Supervisor Title : 311 Customer Service Supervisor
Minimum Qualifications of Education and Experience :
- High School Diploma / GED.
- A least one (1) year of customer service and / or general office experience.
- Must possess a valid driver's license and be able to drive in the state of Minnesota.
- 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 :
Communicates With :
Supervision :
Other Work Functions :
Knowledge, Skills, and Abilities Required :
The above is a general listing of job duties. Essential and non-essential functions may vary by individual position. Reasonable accommodations may be available
for both essential and non-essential job duties.
Qualifications / Conditions of Employment
Conditions of Employment :
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.
City of Mankato
2025 BENEFITS OVERVIEW
For Regular Full-Time Employees
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 :
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 the following paid holidays :
1. New Year's Day
2. Martin Luther King, Jr. Day
3. Presidents Day
4. Memorial Day
5. Juneteenth
6. Independence Day
7. Labor Day
8. Veterans Day
9. Thanksgiving Day
10. Friday After Thanksgiving Day
11. Christmas Day
12. Floating Holiday
Health Insurance Coverage Through Blue Cross / Blue Shield of MN :
Employer and employee contributions for non-union employees are shown below. Please note that union employee health insurance benefits may vary by contract.
NICE Healthcare (Free to all full-time employees) :
NICE Healthcare 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 :
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.
2024 Employer / Employee PERA Contribution Rates - Effective January 1, 2025
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 Mission Square Retirement, Nationwide Retirement Solutions, and MN State Deferred Compensation Plan.
Health Care and Day Care Flexible Spending Accounts
Computer Purchase Program
0% interest for up to 3 years (max. $3,500) to purchase a home computer
Voluntary Payroll Deductions Available for :
Credit Union Membership - Eligible for membership
Vacation Purchase Program
Employees may purchase additional vacation time (limits apply).
Employee Assistance Program (EAP)
In Addition :
The City of Mankato is a qualifying employer of the Student Loan Forgiveness Program.
Questions regarding benefit information can be directed to Human Resources at 507-387-8664.
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?
Which of the following best describes your level of education?
If applicable, list the field of study in which you possess a degree. If no degree, type N / A.
Do you currently have a valid Minnesota driver's license or a valid driver's license from another state?
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?
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?
Which of the following best describes your experience in emergency response, crisis hotline or a service-oriented role interacting with people?
Which of the following best describes your years of employment experience performing multiple tasks simultaneously, interrogation skills, call center, and troubleshooting customer problems?
Which of the following best describes how frequently you have had to handle multiple tasks simultaneously in your current role or previous position?
Which of the following best describes how frequently you interact face-to-face with customers in your current role or previous position?
Please indicate the following software / systems that you are PROFICIENT in using : (Select all that apply)
Which of the following best describes the percentage of your workday that is spent using the software / systems you selected in Question 11 above?
Select from the following areas in which you have work experience. (Select all that apply)
Are you currently a registered Minnesota Notary?
CONDITIONS OF EMPLOYMENT : If selected as a finalist, are you willing to undergo a pre-employment background examination which may include, but not limited to : verification of employment and education records, identification verification, driver's license record, and a criminal history?
OTHER QUALIFICATIONS : Describe how your background and experience align with the duties and responsibilities of this position, including any special training you've completed or skills and experience you currently possess, that you feel would be relevant to the 311 Customer Service Agent position.
Are you willing to work in a highly stressful environment on a daily basis?
Are you willing to make critical decisions under considerable pressure and stress?
Required Question
Salary : $50,669 - $68,952