Program administrator serp_jobs.h1.location_city

Working Title : Contact Center Representative

Job Class : State Program Administrator

Agency : Department of Employment and Economic Development

Job ID : 88354

Location : St. Paul

Telework Eligible : Yes, may be eligible to telework up to five (5) days per week

Full / Part Time : Full-Time

Regular / Temporary : Unlimited

Who May Apply : This vacancy is open for bids and for all qualified job seekers simultaneously. Bidders will be considered through 08 / 26 / 2025.

Date Posted : 08 / 20 / 2025

Closing Date : 09 / 04 / 2025

Hiring Agency / Seniority Unit : Department of Employment & Economic Development / MAPE

Division / Unit : Paid Family & Medical Leave

Work Shift / Work Hours : Day Shift

Days of Work : Monday - Friday

Travel Required : No

Salary Range : $23.63 - $34.18 / hourly; $49,339 - $71,367 / annually

Classified Status : Classified

Bargaining Unit / Union : 214 - Minnesota Association of Professional Employees (MAPE)

FLSA Status : Nonexempt

Designated in Connect 700 Program for Applicants with Disabilities () : Yes

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.

About the Paid Leave Division :

Paid Leave is a new program launching in 2026. The program will provide partial wage replacement to Minnesota workers who are out of work due to a qualifying condition, such as a severe health condition that prevents them from working, or when they need time to care for a family member or a new child. We are building a program that will be easy for every Minnesotan to use. We are engaging the people who depend on us-workers, employers, caregivers, and insurers-to learn from them and build the program around their needs. We are using modern service delivery and product practices to deliver the program. The Paid Leave team has high standards and an unrelenting commitment to serving Minnesotans. It is a start-up environment without legacy systems or preconceived ways of working, so we have a unique opportunity to create human-centric processes and systems to deliver this new benefit to Minnesotans.

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.

Minimum Qualifications

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

One (1) year of experience in customer service

Applicants that meet the above minimum qualification will be further evaluated on the following :

Skills in handling difficult customer interactions with empathy and professionalism

Skill in handling a high volume of calls, chats, emails, and tasks in fast-paced environments

Ability to learn and adapt to new technologies and procedures

Skill in staying calm under pressure

Ability to build and maintain positive relationships with employers, constituents, and internal partners

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.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State Colleges and Universities is an Equal Opportunity employer / educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.