Customer Service Representative I

City of Minneapolis•Minneapolis, MN

3d•Onsite

About The Position

Provide a variety of services to customers over the telephone and/or in-person answering questions, providing information, collecting fees and payments, etc. This position currently works on-site only. The City of Minneapolis does not sponsor applicants for work visas.

Requirements

High School Diploma or equivalent
Two years of clerical experience, which has included computer experience and some customer service experience
N/A

Nice To Haves

Knowledge of City Ordinances, State Laws and departmental polices, processes and procedures related to the Impound Lot.
Good analytical skills to review, isolate and assist customers at the window or in the role at the Autodesk.
Geographic knowledge of the City of Minneapolis.
Knowledge of the basic principles of accounting as related to billing processes and the ability to accurately make adjustments to accounts.
Accessing and updating multiple databases using, TOPS (Our inventory system), TOPS Stolen (In house record of stolen vehicles & repo’s), MPD Records Managements System (PIMS), Minnesota Driver and Vehicle e-Services (MNDRIVE), MPD VisiNet, MPD Hot sheet and BCA computer interfaces/portals.
Good analytical skills to review, isolate and correct discrepancies in customer accounts.
Good oral and written communication skills.
Ability to work under pressure of high volume customer inquiry and complaint workloads.
Ability to work independently and assess customer needs.
Ability to remain calm during stressful situations.

Responsibilities

Front line call taker for all stolen vehicle(s) and license plate(s) in the City of Minneapolis.
Verify the accuracy of the tow reports and ensure accuracy of officer’s paperwork.
Inform owners and lien holders that impounded vehicles are subject to sale at auction if they fail to claim vehicle.
Fill out forms, determine charges/fees and/or penalties for services requested or received.
Receive payment and releasing of vehicles to the proper registered owner, prepare receipts, and help owner locate vehicle if not at Impound Lot.
Assist in the verification of accuracy of the forms submitted by contract towers.
May assist in visual checks of conditions and contents of vehicles, assigning of space, etc.
Investigate and resolve customer inquiries or complaints on services received, disputes on billing, penalties, fees and other charges.
Make adjustments on complaints concerning billing or service rendered and/or refer and make recommendations to appropriate personnel for investigation or action and follow-up as necessary.
Respond to calls from the public and/or Police Officers requesting information on impounded vehicles.
Research City, State and Federal databases to establish ownership of vehicles, etc.
Perform data entry into City, State and Federal computer software for impounded vehicles.
Entering and clearing stolen vehicles in the state computer (NCIC).
Run registrations on impounded, repossessed, or private property tows.
Ordering impounded tows for MPD, Hennepin Co, Metro Transit and University of Minnesota PD.
Remove Police or City Attorney holds on impounded vehicles per request.
Add and clear stolen vehicle(s) from the Minneapolis Police Hot sheet.
This position will require Bureau of Criminal Apprehension- NCIC certification, to perform the duties of the Auto Desk.