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: 83642 Location: St. Paul Telework Eligible: Yes, may be eligible to telework up to four (4) 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. Date Posted: 01/31/2025 Closing Date: 02/06/2025 Hiring Agency/Seniority Unit: Department of Employment and 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: $25.29 - $36.71 / hourly; $52,805 - $76,650 / 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. 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 nquiries 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 careers@state.mn.us . 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 talent.acquisition.deed@state.mn.us . 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 o