Customer Service Agent II

medical insurance, dental insurance, life insurance, parental leave, vacation time, paid holidays, sick time, retirement plan, pension

United States, Minnesota, Minneapolis

The CSA II position at 311 is a high-volume customer service role within an omnichannel contact center serving the City of Minneapolis. The primary function of the CSA II is to handle a wide range of non-emergency City services and information requests via phone, online service request, email, texting, mobile app, or interpreter service. In addition to completing the tasks of CSA I's, the CSA II will assist with operations management, including monitoring staff availability, leading huddles in the absence of supervisors, assisting with escalated calls, processing reports, delegating tasks, and providing training and mentorship to new employees.

• Triage incoming communications through 311's omnichannel format
• Utilize knowledge articles, multiple applications, and systems to determine how to handle requests and route cases to appropriate City departments
• Provide accurate and timely information to customers using internal Knowledge Base and external resources
• Create and submit service requests for appropriate departments
• Handle case follow-up calls and use the service request entry system to look up cases and determine the status and next steps
• Serve as the first point of contact during major incidents for complaints, information requests, property damage, scams, resources, and donation requests
• Work with interpreters to assist customers using Language Line
• Use multiple computer programs, including a customer relationship management system, to track and document customer interactions
• Maintain confidentiality of customer information
• Follow established policies and procedures, including those related to customer service, data protection, and emergency preparedness
• Participate in training and development opportunities to enhance skills and knowledge
• Perform additional duties as assigned

Regular indoor setting.

• High School Diploma or equivalent

• Two years of experience in high volume customer service or a call center environment
• Two years of experience in clerical work

• Bilingual in Spanish, Somali, Oromo, Lao, or Hmong (desirable)

N/A

• Excellent customer service skills
• Data entry and retrieval practices and procedures
• Computer proficiency and proficiency with multiple systems, programs, and sites
• Office practices, policies, and procedures
• Knowledge of City departments and functions
• Keyboard skills (30+ WPM)
• Analytical and problem-solving skills
• Ability to analyze information in the City's Knowledge Base software
• Interpersonal skills and ability to maintain effective working relationships
• Critical thinking and active listening
  
  Adaptability, versatility, and emotional resilience
• Quick learner with strong reading comprehension skills
• Strong oral and written communication skills
• Ability to maintain composure and de‑escalate
• Multitasking and time management skills
• Autonomy and self‑management
• Relationship‑building skills
• Proficiency with standard office equipment, including soft and hard phones
• Ability to monitor call center operations and report equipment problems and staff issues
• Ability to provide technical assistance and essential maintenance of computer systems
• Coordination and emergency management skills

The City of Minneapolis is proud to be an Equal Employment Opportunity employer.