Customer Service Representative

The Customer Service Representative serves as one of City Hall's primary points of contact for residents and visitors. This position provides exceptional customer service and helps foster a welcoming, inclusive, and helpful environment. Responsibilities include processing payments, directing visitors to the appropriate departments, answering phone calls and responding to questions, and ensuring a positive customer experience.

The Customer Service Representative maintains a professional and friendly atmosphere in the front desk area and handles all interactions with courtesy and professionalism. Work is performed in accordance with established policies, procedures, and applicable regulations.

In addition to providing front-desk customer service, this position provides administrative support to the City Manager, including calendar management and answering phone calls, as well as administrative support to Human Resources.

• Provide friendly, professional customer service to residents, visitors, City officials, businesses, and other stakeholders.
• Greet visitors, answer phone calls, respond to inquiries, and direct individuals to the appropriate departments or staff.
• Process payments for permits, licenses, utility bills, and special assessments; research utility accounts as needed.
• Provide administrative support to the City Manager, including calendar management, answering calls, and relaying messages.
• Provide administrative support to Human Resources.
• Receive and distribute packages, deliveries, and incoming mail; coordinate outgoing mail pickup.
• Schedule conference rooms for meetings and City business.
• Maintain a clean, organized, and welcoming front desk and common areas of City Hall.
• Open and close City Hall in accordance with established procedures.
• Perform other related duties as assigned.

• High school diploma or GED.
• Experience providing customer service to the public.
• Experience handling cash, processing payments, and reconciling financial transactions.
• Ability to operate general office equipment, including telephone and printing systems.
• Ability to learn new procedures and technology quickly, identify opportunities for improvement, and adapt to changing priorities.
• Proficiency in Microsoft Office (Word, Excel, Outlook) programs

• Three (3) years of experience in reception, customer service, or administrative office support.
• Experience providing administrative or clerical support to a Human Resources function, including assisting with onboarding, confidential information, and maintaining personnel records.
• Experience managing calendars, coordinating schedules, and handling phone inquiries.
• Ability to speak, read, and/or write in a language other than English, including American Sign Language (ASL).

The City of Brooklyn Center will not discriminate against any employee or applicant for employment because of race, color, creed, religion, national origin, ancestry, sex, sexual orientation, ability, age, marital status, status with regard to public assistance, familial status, veteran status, or membership on a local human rights commission, genetic information, gender identity or gender expression, and lawful participation in the Minnesota Medical Cannabis Patient Registry.

The City of Brooklyn Center will take all necessary steps to ensure that all employment practices are free of such discrimination.

Disclaimer:
The above statements are intended to describe the general nature and level of work performed by employees assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Therefore, it is also not, nor can it be implied to be, a contract of employment. The contents of this position description may be changed without notice, and employment may be terminated by either party, sonable accommodations may be made to enable individuals with disabilities to perform the essential tasks.

All employees are responsible for following applicable policies and procedures as defined by their manager or as described in the personnel handbook.