Call Center Agent - Customer Service Specialist Intermediate

Call Center Agent

Job Class: Customer Service Specialist, Intermediate

Agency: Health Department

Location: St. Paul

Telework Eligible: Yes / Hybrid

Full/Part Time: Full-Time

Regular/Temporary: Unlimited

Who May Apply: This vacancy is open for bids and for all qualified job seekers simultaneously.

Hiring Agency: Minnesota Department of Health (MDH)

Division/Unit: Health Regulation

Work Shift/Work Hours: Day Shift 8:00 a.m. - 4:30 p.m.

Days of Work: Monday - Friday

Travel Required: Yes - Up to 25% of the time

Salary Range: $20.76 - $27.53 / hourly; $43,346 - $57,482 / annually

Classified Status: Classified

Bargaining Unit/Union: 206- American Federation of State, County, & Municipal Employees (AFSCME Clerical, Council No. 5)

Work Area: Health Regulation

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.

Elevate your career working as a Customer Services Specialist Intermediate in the Health Regulation Division (HRD) where your customer service expertise contributes to the mission to protect, maintain, and improve the health of all Minnesotans!

This position is part of the Health Regulation Division Call Center Unit, which has primary responsibility for answering all calls made to the Health Regulation Division, which has regulatory authority over 40 credentialed providers. The position provides customer service support, technical assistance, and detailed program information to external and internal customers which includes identifying the nature of the call, routing complaints to the appropriate program or agency, assisting providers with website navigation, and also provides general information to providers including the status of their credential, and assisting Minnesota citizens.

Minimum Qualifications

Customer service skills sufficient to provide prompt, courteous and accurate information to customers in person, on the phone, and through email or other written correspondence.

Knowledge of communications sufficient to share information with stakeholders and colleagues and to answer telephones, direct calls and take messages.

Typing/Keyboarding skills sufficient to perform skilled typing tasks with speed and accuracy; prepare, edit, and finalize emails, memos, reports, and/or other documents of written communication that are grammatically correct, in proper format, and free of spelling errors.

Database management sufficient to enter and retrieve data.

Knowledge of standard computer software programs, such as Microsoft Office Suite, used for word processing, spreadsheets, and databases sufficient to create, modify, and protect files.

Additional qualifications to be assessed during the interview process:

Ability to answer questions politely via phone, email, and other written or electronic correspondence.

Knowledge of data privacy and HIPPA and/or experience with strict adherence to confidentiality standards.

Excellent customer service skills to respond to questions, de-escalate issues, and provide positive interactions with the public, other agencies, and providers.

Preferred Qualifications

One (1) year of customer service experience in a call center environment.

Ability to use multi-line telephones, handle multiple calls at once and use telephone programs and systems utilized by MDH or the State enterprise.

Familiarity with all Health Regulation Division functions and services provided by outside state divisions and agencies so that phone calls, emails and voicemail are routed to the correct program, activity, or agency.

Additional Requirements

This position requires successful completion of a background check and an employment reference check.

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.