PLEASE ENSURE THAT YOUR RESUME CLEARLY DESCRIBES YOUR EXPERIENCE IN THE AREAS LISTED AND INDICATES THE BEGINNING AND ENDING MONTH AND YEAR FOR EACH JOB HELD. ONLY APPLICANTS WHOSE RESUMES DEMONSTRATE FULFILLMENT OF EACH OF THESE MINIMUM QUALIFICATIONS WILL BE CONSIDERED FOR THIS POSITION.

One (1) year of experience working in a contact center, customer care center, customer experience center, or other closely related position as determined by the agency, handling multi-line phone systems and managing customer inquiries

PREFERRED QUALIFICATIONS

• Bachelor’s degree in Communications, Business, or other closely related field as determined by the agency
• Knowledge of contact center workflow systems and processes, customer service best practices, and Key Performance Indicators (KPIs)
• Skill in adapting to changing circumstances, such as shifts in customer demand, unexpected staff absences, or new company policies
• Knowledge of DEED’s policies, procedures, and services
• Skill in communicating in a secondary language such as Spanish, Hmong, and Somali
  Our employees are dedicated to ensuring cultural responsiveness. Preferred candidates will have a variety of experiences working effectively with others from different backgrounds and cultures.

ADDITIONAL REQUIREMENTS

A job offer will be contingent upon successfully passing a background check. The background check may consist of the following components:

• Criminal Background Check
• Employment Records Check (current and former State employees only)
• Employment Reference Check
• Conflict of Interest Review
• Driver’s License and Records Check

The Minnesota Department of Employment and Economic Development will not sponsor applicants for work visas. All applicants must be legally authorized to work in the U.S.

APPLICANTS WITH DISABILITIES

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.
The Department of Employment and Economic Development is an equal opportunity, affirmative action, and veteran-friendly employer, and encourages all qualified candidates to apply for job opportunities. If you are an individual with a disability who needs assistance or cannot access the online job application and search tools, please contact Karen Lilledahl at Karen.Lilledahl@state.mn.us. Please indicate what assistance is needed.

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THE WORK YOU’LL DO IS MORE THAN JUST A JOB.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

POSITION PURPOSE:

Customer Care Representative (CCR) at the Minnesota Paid Leave Contact Center serves as the first point of contact for individuals seeking information, assistance, and guidance regarding the Minnesota Paid Family and Medical Leave program. This position is responsible for providing professional, high-quality customer service through various communication channels, including phone, email, and online chat. CCRs are expected to deliver accurate information, assist with the application process, and ensure that customers have a positive and efficient experience. This role is essential in supporting the implementation of Minnesota’s Paid Family and Medical Leave program and contributing to the overall success of the program.

Key Responsibilities Include:

• Provide exceptional support to employers and constituents by answering inquiries via phone, email, physical mail, and potentially text and chat
• Address concerns and offer clear explanations about eligibility, benefits, application processes, payment systems, and policies related to Minnesota’s Paid Family and Medical Leave program
• Engage with a diverse group of individuals via automated systems, including employees, employers, and internal state stakeholders, ensuring that they receive timely, accurate, and professional assistance
• Using established business processes and program technology, resolve assigned work items, including adjudication tasks and customer interactions, in a timely and accurate manner
• Conduct research, reviewing fact-finding information, contacting applicants or employers for additional data, and issuing determinations or correspondence regarding eligibility and other program-related matters

This position is telework eligible. Staff are provided with the tools and equipment to be successful in a virtual work environment. Please note, the telework policy could change with notice based on business needs.
This posting may be used to fill multiple positions. This position will be open on a continuous basis until posted end date or until all positions are filled.