What are the responsibilities and job description for the 311 Customer Service Agent position at City of Mankato?
Grade: STA1 FLSA Status: Non-Exempt
Safety Sensitive Position: No
Supervisor Title: 311 Customer Service Supervisor
Minimum Qualifications of Education and Experience:
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 DescriptionPrimary Essential Work Functions:
for both essential and non-essential job duties.
Conditions of Employment:
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.
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 DescriptionPrimary Essential Work Functions:
- Provides customer service assistance to community members, customers and others who contact and visit the Intergovernmental Center.
- Answers telephone calls from customers while using various technology tools to resolve and meet customer needs.
- Serves 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.
- Receives and records water bill payments accurately.
- Prepares daily transaction reports.
- Responsible for ordering, receiving, and maintaining office supplies for the City.
- Trains relief staff to support the 311 team.
- Provides clerical support for the City and assists with special projects as assigned.
- Manages and maintains accurate cash receipts for the City.
- Prepares periodic reports for planning and zoning.
- Originates purchase orders, determines vendors via bids or sole suppliers, coordinates arrival of merchandise, invoices, and payments.
- Internally – City Employees
- Externally – General Public, Contractors, Blue Earth County
- Non-Supervisory Position
- 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.
- 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.
for both essential and non-essential job duties.
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 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.
Salary : $50,669 - $68,952
