At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. As an Experienced Customer Service Representative II, you'll play a vital role in resolving complex customer issues, providing top-notch support, and driving customer satisfaction. If you're passionate about delivering world-class service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you!
**Job Summary**
We're seeking an experienced and skilled Customer Service Representative II to join our team on a part-time basis. As a key member of our customer service team, you'll be responsible for resolving complex customer issues related to City billing, permits, and business license processing. You'll work closely with customers, colleagues, and stakeholders to provide exceptional support, resolve issues efficiently, and drive customer satisfaction.
**Key Responsibilities**
* Research and analyze complex permit applications and development projects to resolve issues and provide accurate information to customers
* Compose detailed letters of explanation, including spreadsheets, to clarify complicated application issues and provide a clear history of service
* Interpret State Statutes, City Charter, City Ordinances, and City billing, permitting, and licensing policies to provide accurate information to customers
* Assist in responding to customer inquiries via telephone, in person, and/or in writing, providing exceptional support and resolving issues efficiently
* Assist in preparing and conducting training for subordinate staff in all areas, including computer functions
* Assist in maintaining policy and procedures, ensuring compliance with City regulations and guidelines
* Research, analyze, and resolve complicated billing problems involving Rental license fees, Fire permit fees, assessments, and other related issues
* Prepare documentation and reports regarding City actions related to assigned work areas
* Write letters of explanation on complicated customer situations, including spreadsheets, to establish an official record and provide clear communication
* Under supervision, act as a coordinator for specific projects or programs, ensuring timely completion and effective communication with stakeholders
**Working Conditions**
* Normal office setting with hybrid work arrangements possible, allowing for flexibility and work-life balance
* Collaborative and dynamic work environment with a team of experienced professionals
* Opportunities for growth and development, with a focus on customer service excellence and continuous improvement
**Minimum Qualifications**
* High School Diploma or equivalent
* Two years of related experience, preferably in a customer service role or equivalent experience in a similar field
* Strong communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and stakeholders
* Proficiency in computer software and systems, including Microsoft Office and other relevant tools
* Ability to work in a fast-paced environment, with a focus on customer satisfaction and issue resolution
**Preferred Qualifications**
* Thorough knowledge of customer service issues in the area assigned
* Knowledge of payment processing and check-in related to the area where assigned
* Good knowledge of office methods, procedures, and equipment
* Good working knowledge of computers and various programs/systems used in the area assigned
* Good knowledge of State laws and City Ordinances governing billing of utilities and water disconnection, other City billing, treasury accounts receivable processing, and permits and licenses provided by the City
* Knowledge of specific dispute resolution processes, programs, and procedures in the area assigned
* Ability to deal with customers tactfully and effectively
* Good organizational skills
**What We Offer**
* Competitive compensation and benefits package
* Opportunities for growth and development, with a focus on customer service excellence and continuous improvement
* Collaborative and dynamic work environment with a team of experienced professionals
* Flexible work arrangements, including hybrid work options
* Recognition and rewards for outstanding performance and contributions to the team
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you! Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you!
**Selection Process**
The selection process will consist of one or more of the following steps:
* Rating of relevant education and experience (100%)
* A submitted application will be used to verify the answers to any supplemental questions
* Only those candidates who attain a passing score (70%) on each step in the selection process will be placed on the eligible list
* The City of Minneapolis Human Resources Department reserves the right to limit the number in any phase of the selection process
**Background Check**
The City has determined that a criminal background check and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position.
**Union Representation**
This position is represented by a collective bargaining agreement between the City of Minneapolis and the AFSCME General Unit. For more information on the terms and conditions of this agreement, please visit: https://www2.minneapolismn.gov/government/departments/hr/labor-agreements/afscme-general-unit/
**Drug and Alcohol Testing**
All job applicants must pass a pre-employment drug and alcohol test once a conditional offer of employment has been made. Applicants will be required to sign a notification and consent form prior to undergoing drug and alcohol testing. Applicants who do not consent to undergo drug and alcohol testing will not be required to do so and the City will withdraw the conditional job offer, resulting in the job applicant no longer being considered for the position.
**Eligible List Statement**
The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire 1 month after it has been established.
**Interview Selection**
The hiring authority reserves the right to determine the maximum number of candidates to interview from the established eligible list. If the hiring authority decides to interview other than by exam score order, they may select additional people to interview based on a candidate's education or experience related to the field, work history, or skills uniquely related to the operational needs of the position.
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