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Customer Engagement Specialist – State Program Administrator, Intermediate – Paid Leave

Published
February 1, 2025
Location
St. Paul, MN

Description

The Minnesota Department of Employment and Economic Development (DEED) is the State of Minnesota's principal economic development agency. DEED's mission is simple: to empower the growth of the Minnesota economy, for everyone.

We are driven to find talented and innovative public servants, motivated by the opportunity to serve businesses, people, and the greater good. At DEED you will join a diverse team, inspired by challenging work and united by shared values that guide our work every day. At DEED we live our values by; focusing on the customer, communicating early and often, seeking solutions, creating inclusion, encouraging new ideas, and being gracious.

DEED is a Beyond the Yellow Ribbon agency and committed to proactively supporting service-members, veterans, and military families. DEED offers great employment opportunities with a meaningful mission to truly make a difference in the lives of those under our care and for those in communities throughout Minnesota.

Working Title: Customer Engagement Specialist
Job Class: State Program Administrator, Intermediate
Agency: Department of Employment and Economic Development
Job ID: 83642Location: St. PaulTelework Eligible: Yes, may be eligible to telework up to four (4) days per week Full/Part Time: Full-TimeRegular/Temporary: UnlimitedWho May Apply: This vacancy is open for bids and for all qualified job seekers simultaneously. Date Posted: 01/31/2025Closing Date: 02/06/2025Hiring Agency/Seniority Unit: Department of Employment and Economic Development / MAPEDivision/Unit: Paid Family & Medical LeaveWork Shift/Work Hours: Day ShiftDays of Work: Monday - FridayTravel Required: NoSalary Range: $25.29 - $36.71 / hourly; $52,805 - $76,650 / annuallyClassified Status: ClassifiedBargaining Unit/Union: 214 - Minnesota Association of Professional Employees / MAPEFLSA 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.

Job Summary

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:

The Customer Engagement Specialist plays a critical role in supporting the operational efficiency of the Paid Leave enterprise contact center. Under general supervision, this position provides day-to-day technical assistance and guidance to Customer Care Representatives, ensuring that the team consistently delivers high-quality service and meets performance goals. The Customer Engagement Specialist contributes to the overall success of the program by evaluating agent performance, recommending process improvements, and supporting continuous development.

Key Responsibilities Include:
Offer technical support and guidance to Customer Care Representatives, helping to resolve inquiries and operational challenges. Ensure the effective day-to-day functioning of the contact center team, maintaining a high standard of service delivery while meeting key performance metrics. Analyze agent performance and provide feedback to the Contact Center Supervisor, recommending changes to improve customer experience administration. Compile and review data to generate reports that offer insights into performance, operational trends, and program outcomes. Contribute to the assessment and implementation of program changes, ensuring that documentation accurately reflects the status and results of the program. Monitor and analyze contact drivers, identifying and addressing constituent pain points to improve service delivery. Proactively suggest improvements to streamline processes and enhance the customer experience.
This position is telework eligible and is occasionally required to be on-site at the St. Paul office. Staff are provided with the tools and equipment to be successful in a virtual work environment and may telework from anywhere in Minnesota or a neighboring state. Please note, the telework policy could change with notice based on business needs.

This posting may be used to fill multiple positions.

Qualifications

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 clearly demonstrate fulfillment of each of these minimum qualifications will be considered for this position.

One (1) year of experience in a contact center or customer care/customer experience lead position, leading teams with escalation and performance development.

Applicants that meet the above minimum qualification will be further evaluated on the following:
Experience generating and analyzing data. Experience mediating conflicts between agents or between customers and agents, ensuring a smooth resolution and a positive outcome for all parties. Experience working with internal and external stakeholders. Ability to coach, mentor, and develop staff while building relationships.
Preferred Qualifications
Bachelor's degree in Communication, Business, Organizational Leadership, or other closely related field as determined by the agency. Knowledge of contact center workflow systems and processes, customer service best practices, and KPI's. Skill in adapting to changing circumstances, such as shifts in customer demand, unexpected staff absences, or new company policies. Skill in communicating in a secondary language.
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.

Application Details

How to Apply

Select "Apply for Job" at the top of this page. If you have questions about applying for jobs, contact the Careers Help Desk at 651-259-3637 or email . For additional information about the application process, go to http://www.mn.gov/careers .

Connect 700 Program

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Talent Acquisition at .

Veterans

To be considered with Veteran's Status , you MUST indicate this on your application and submit a copy of your DD-214 form and other required documentation to by the closing date.

Recently Separated Veterans (RSV) : Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview.

Certain Disabled Veterans : Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a non-competitive basis.

See the above links for criteria and eligibility.

Current State Employees
Please apply via Self Service. If eligible for bidding or expression of interest: This vacancy will be open for bids/expression of interest and all qualified applicants simultaneously. Current employees of DEED who are currently in the same classification, who are eligible, and apply within the seven (7) day period will be considered prior to filling the position by other means.
Contact

If you have questions about this position, contact Timothy High at .

Working together to improve the state we love.

What do Minnesota's State employees have in common?
A sense of purpose in their workConnection with their coworkers and communitiesOpportunities for personal and professional growth
Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include:
Paid vacation and sick leave 12 paid holidays each year Low-cost medical, dental, vision, and prescription drug plans Fertility care, including IVFDiabetes careDental and orthodontic care for adults and children 6 weeks paid leave for parents of newborn or newly adopted childrenPension plan that provides income when you retire (after working at least three years)Employer paid life insurance to provide support for your family in the event of deathShort-term and long-term disability insurance that can provide income if you are unable to work due to illness or injuryTax-free expense accounts for health, dental, and dependent care Resources that provide support and promote physical, emotional, social, and financial well-being
Support to help you reach your career goals:
Training, classes, and professional developmentFederal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov )
Employee Assistance Program (EAP) for work/life support:
A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performanceCommon sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issuesDaily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

EQUAL OPPORTUNITY EMPLOYERS

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

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 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 . Please indicate what assistance is needed.

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