New

Customer Service Agent II

City of Minneapolis
$70,175.04 - $85,296.64 Annually
medical insurance, dental insurance, life insurance, parental leave, vacation time, paid holidays, sick time, retirement plan, pension
United States, Minnesota, Minneapolis
Jun 04, 2026
Position Description This position is currently restricted to current City of Minneapolis Employees within the 311 Service Center 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. This position aims to streamline the reporting and tracking of service requests, simplify access to City information and services, and facilitate transparency and accountability for effective service delivery to residents, businesses, and visitors in Minneapolis. Job Duties and Responsibilities 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 WORKING CONDITIONS: Regular indoor setting. Required Qualifications MINIMUM QUALIFICATIONS: High School Diploma or equivalent MINIMUM EXPERIENCE: Two years of experience in high volume customer service or a call center environment. Two years of experience in clerical work. HIGHLY DESIRABLE Bilingual in Spanish, Somali, Oromo, Lao, or Hmong, desirable in some positions. LICENSES/CERTIFICATIONS: N/A Equivalency : An equivalent combination of education and highly related experience in a similar environment may be considered. Selection Process: The selection process will consist of the following step: a rating of relevant education and experience (100%). It is important that your application show all the relevant education and experience you possess. This information will be used to determine which candidates will proceed in the selection process. A submitted application is also 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 As part of the interview process, a work stimulation exercise, candidate assessment, etc. may also be utilized including a combination of a computer skills assessment (multi-tasking, keyboarding speed and accuracy, numbers, memory, call summarization, and prioritizing etc.). 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. 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 American Federation of State, County and Municipal Employees. For more information on the terms and conditions of this agreement please visit: AFSCME,General Unit (#9) Eligible List: 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. Knowledge, Skills and Abilities 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. As the largest and most vibrant city in the state, Minneapolis depends on purposeful, dedicated and innovative employees. Minneapolis has a large variety of careers for people of all experiences and backgrounds who come together for a singular purpose-serving the residents, businesses and visitors of Minneapolis. The City of Minneapolis is proud to be an Equal Employment Opportunity employer.