Working Title: PIC Phone Agent

Job Class: Customer Service Specialist, Senior

Agency: Public Safety Dept

• Job ID : 85495

• Location : St. Paul

• Telework Eligible : Yes

• Full/Part Time : Full-Time

• Regular/Temporary : Unlimited

• Who May Apply : Open to all qualified job seekers and DPS employees eligible to bid (permanent, classified employees in the same job and class). Eligible bidders should apply through self-service and confirm their bid by emailing megan.lund@state.mn.us by 11:59 PM 04/17/25.

• Date Posted : 04/11/2025

• Closing Date : 04/17/2025

• Hiring Agency/Seniority Unit : Public Safety Dept / Public Safety-AFSCME

• Division/Unit : DVS Administrative Services / DVS Customer Support/PIC 1

• Work Shift/Work Hours : Day Shift / 8:00 AM - 4:30 PM

• Days of Work : Monday - Friday

• Travel Required : No

• Salary Range: $21.90 - $29.65 / hourly; $45,727 - $61,909 / annually

• Classified Status : Classified

• Bargaining Unit/Union : 206 - Clerical/AFSCME

• Work Area : Town Square - 445 Minnesota St, St Paul

• FLSA Status : Nonexempt

• Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : 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.

This posting may be used to fill multiple vacancies.

Hybrid Eligible: Employees may telework up to 50% or more, depending on the position and the needs of the division. Employees who live 75 miles or more from their permanent work location and reside within the state or in a county bordering the state may be allowed to telework more than 50% with approval from the division director.

Do you enjoy helping people? Join our team and help Minnesotans find the answers they’re looking for! Driver and Vehicle Services (DVS) is seeking people-focused applicants with good communication skills to join our customer service center. Minnesotans from all over the state call or email DVS with questions about their driver’s license, vehicle and identification needs. You could play a key role in our organization’s success in serving residents statewide. This position has the option of working from home.

Minimum Qualifications

1. Demonstrates ability, skills or experience sufficient to provide prompt and courteous customer service, to external and internal distressed customers in person, and via telephone/email, understanding their questions, assessing their needs and responding appropriately.

2. Demonstrates problem solving skills and organizational/planning skills.

3. Ability to communicate in English sufficiently to understand and be understood in person, e-mail/written and telephone interactions with customers. Skills must include the ability to independently compose high-level communications relaying complex divisional resolutions to a wide variety of customers.

4. Word processing and computer utilization skills sufficient to create, edit, and finalize emails, memos, and letters, for both internal and external customers.

5. Reading comprehension skills sufficient to review and interpret written documents such as DVS and state policies, procedures, laws and rules related to driver and vehicle services.

6. Math skills sufficient to do basic math calculations (addition, subtraction, percentages).

Preferred Qualifications

1. Possess excellent verbal and written communication skills necessary to independently compose high-level communications relaying complex divisional resolutions to a wide variety of customers.

2. Two years experience in a high-volume, fast-paced multi-dimensional telecommunications center providing the highest level of customer service with the ability to continually learn, adapt and excel.

3. Possess a working knowledge of the Microsoft Office suite of programs (i.e., Outlook, Word, Excel) with proficient technical ability to navigate, retrieve, and utilize data from a variety of electronic resources, including DVS' mainframe, E-Support, MNLARS, document management and web-based applications.

4. Excellent Attendance.

5. The ability to work cooperatively with individuals from diverse backgrounds and underserved communities.

Physical Requirements

Requires occasionally moving and transporting such articles as file folders and small tools. May need to maintain a stationary position for long periods of time while carrying out job duties.

Additional Requirements

This position requires successful completion of the following:

It is the policy of the Department of Public Safety that all employees submit to a background investigation prior to employment, includes the following components:

1. criminal history

2. reference check

3. credit check

4. fingerprinting (REAL/EDL)

5. US citizenship 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.