Working Title: Customer Services Specialist Intermediate-Help Desk
Job Class: Customer Service Specialist, Intermediate
Agency: Labor & Industry Dept

• Who May Apply: Open to all qualified job seekers
• Date Posted: 05/02/2023
• Closing Date: 05/08/2023
• Hiring Agency/Seniority Unit: Labor & Industry Dept / Labor and Industry-AFSCME
• Division/Unit: Dept of Labor & Industry / Help Desk
• Work Shift/Work Hours: 8:00 am - 4:30 pm
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $18.55 - $24.60 / hourly; $38,732 - $51,364 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 206 - Clerical/AFSCME
• Work Area: Worker's Compensation - Business Technology Office
• FLSA Status: Nonexempt
• Telework Eligible: No
• Designated in Connect 700 Program for Applicants with Disabilities: Yes

Make a difference in the lives of Minnesotans.

The work you’ll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.

This is a call center position that delivers outstanding customer service to those who call or email the DLI Workers’ Compensation Division with questions or needs. This position is full-time in the office.

This position exists to support and advance the work of the workers' compensation division and the online portal Campus.

The Customer Service Specialist is the primary public contact point for those calling the Department of Labor and Industry with workers' compensation questions. They will assist stakeholders by offering detailed procedural information, assistance with questions, and navigating Campus. While also accessing and analyzing data by using various tools, resources, and contacts. The individual in this role will analyze information, summarize it into concise answers, and refer customers to others for more complex responses.

The individual filling this role will operate with exceptional ethics, have strong attention to detail and work well with internal colleagues and external stakeholders. They will offer customers prompt, courteous, and accurate information on the phone, through e-mail, and other written correspondence. The individual in this role will have solid over-the-phone customer service skills and strong written communication skills.

Working on a small team, this individual will work in a deadline-orientated and accuracy-focused environment where quality and quantity production standards must be met. The incumbent must be able to research, analyze and discern the appropriate and relevant assistance level that may be required. The incumbent must be able to multi-task to effectively assist customers.

Responsibilities include but are not limited to:

• Serve as the first contact with stakeholders who need assistance via phone or email.
• Respond to telephone and email inquiries pertaining to information, statutes, regulations, rules, and materials for the Workers’ Compensation Division.
• Respond to telephone and email inquiries regarding workers’ compensation and Campus functionality.
• Manage Help Desk tickets in a timely manner and effectively document customer interactions.
• Keep current with all documentation, reference materials, regulations, forms, and computer program updates.
• Work in a fast-paced environment; adapting to various situations and prioritizing multiple work assignments simultaneously.
• Identify and propose process improvement opportunities.
• Open to learning new technologies and processes.

Minimum Qualifications

• Customer service skill sufficient to be a contributing member of the help desk team.

• Ability to provide customer service by identifying problems, researching answers and guiding customers through corrective steps in a calm and patient manner.

• Knowledge of customer service practices and principles sufficient to identify each customer's needs, meet quality standards for services, and evaluate customer satisfaction.

• Ability to communicate effectively with internal and external customers both verbally and in writing.

• Ability to prepare written responses to routine inquiries.

• Word processing and typing/keyboarding skills sufficient to document customer interactions accurately and efficiently as they are happening.

• Ability to relate and communicate effectively with individuals who do not share the same culture, ethnicity, language, or other common experiences.

Preferred Qualifications

• Experience working in a help desk.

• Experience working in the public sector.

• Experience with Worker’s Compensation.

• Language skills other than English (Somali, Spanish, Hmong, Karen or ASL).

Additional Requirements

It is the policy that all final candidates submit to a background investigation prior to employment. The background check may consist of the following components: SEMA4 Records Check, Employment Reference Check, Driver’s License Check, Education/License Verification.

How to Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

Effective July 1, 2009, legislation provides that the top five Recently Separated Veterans, who apply and meet the qualifications for the vacancy, must be granted an interview. To be considered a Recently Separated Veteran, you must meet all the following criteria:

• Have separated under honorable conditions from any branch of the armed forces of the United States;
• Have served on active duty for 181 consecutive days or more or for the full period ordered to active duty OR have separated by reason of disability incurred while serving on active duty;
• Be a United States citizen or resident alien;
• Have served in active military service at any time on or after September 11, 2001 as shown on your form DD-214.

To be considered under this legislation, you must meet all of the Minimum Qualifications identified in this posting; meet all of the above RSV criteria; and submit a copy of your DD-214 form by the closing date via mail, e-mail or fax to: Caren Miller 443 Lafayette Road N, St. Paul, MN 55155, or Caren.Miller@state.mn.us.

Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a non-competitive basis if you meet all of the following criteria:

• Meet service requirements and have a verified service-connected disability rating of at least 30%.
• Provide qualifying documentation verifying the disability.
• Meet all of the Minimum Qualifications identified in this posting.

To be considered under this legislation you must submit all documentation by the closing date via mail, e-mail or fax to: Caren Miller 443 Lafayette Road N, St. Paul, MN 55155, or Caren.Miller@state.mn.us, or fax 651-284-5723.

If you have questions about the position, contact Caren Miller at caren.miller@state.mn.us or 651-284-5119.

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 Caren Miller at caren.miller@state.mn.us.

About Labor & Industry Dept

The Department of Labor and Industry ensures Minnesota’s work and living environments are equitable, healthy and safe. The agency oversees the state's programs for apprenticeship, construction codes and licensing, dual-training pipeline, occupational safety and health, wage and hour standards, workers' compensation and youth skills training programs.

Why Work for Us

Diverse Workforce

We are committed to continually developing a workforce that reflects the diversity of our state and the populations we serve. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve the people of Minnesota.

A recent engagement survey of State of Minnesota employees found:

• 95% of employees understand how their work helps achieve their agency’s mission
• 91% of employees feel trusted to do their jobs
• 88% of employees feel equipped to look at situations from other cultural perspectives when doing their job
• 87% of employees report flexibility in their work schedule

Comprehensive Benefits

Our benefits aim to balance four key elements that make life and work meaningful: health and wellness, financial well-being, professional development, and work/life harmony. As an employee, your benefits may include:

• Public pension plan
• Training and professional development
• Paid vacation and sick leave
• 12 paid holidays each year
• Paid parental leave
• Low-cost medical and dental coverage
• Prescription drug coverage
• Vision coverage
• Wellness programs and resources
• Employer paid life insurance
• Short-term and long-term disability
• Health care spending and savings accounts
• Dependent care spending account
• Tax-deferred compensation
• Employee Assistance Program (EAP)
• Tuition reimbursement
• Federal Public Service Student Loan Forgiveness Program

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.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. The State of Minnesota recognizes that a diverse workforce is essential and strongly encourages qualified women, minorities, individuals with disabilities, and veterans to apply.

We will make reasonable accommodations 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 and indicate what assistance is needed.