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State of Minnesota Customer Svcs Specialist Int in Mendota Heights, Minnesota

Working Title: Customer Svcs Specialist Int

Job Class: Customer Service Specialist, Intermediate

Agency: Nursing Board

  • Job ID : 77456

  • Location : Mendota Heights

  • Telework Eligible : Yes/hybrid telework is available after completing 6 months of probation

  • Full/Part Time : Full-Time

  • Regular/Temporary : Unlimited

  • Who May Apply : Open to all qualified job seekers

  • Date Posted : 06/11/2024

  • Closing Date : 06/20/2024

  • Hiring Agency/Seniority Unit : Nursing Board / Nursing Board-AFSCME

  • Division/Unit : Nursing Office Manager / Licensure

  • Work Shift/Work Hours : Day Shift

  • Days of Work : Monday - Friday

  • Travel Required : No

  • Salary Range: $19.57 - $25.95 / hourly; $40,862 - $54,183 / annually

  • Classified Status : Classified

  • Bargaining Unit/Union : 206 - Clerical/AFSCME

  • Work Area : Board of Nursing

  • 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.

The Customer Service Specialist, Intermediate supports public health and safety by receiving, evaluating and processing licensure and registration information and applications. The incumbent works to identify and prevent potential fraud, deception and/or misrepresentation attempts and helps to ensure professional integrity and nursing safety. Failure to detect and prevent fraud, deception and/or misrepresentation can significantly compromise patient safety. The incumbent works in a call center environment most of time and supports a variety of external and internal customers including applicants and licensees, consumers, employers of nurses, other state boards of nursing, NCSBN and its agents, other government agencies and Board staff in compliance with Minnesota statutes and rules. Responsibilities include but are not limited to:

  • Receive, review, evaluate and process applications for licensure and renewal, ensuring all licensing requirements are met.

  • Respond to diverse external and internal inquiries regarding all aspects of licensure and registration processes and requirements.

  • Generate reports and documents to facilitate licensure processes and procedures.

  • Perform data entry and record keeping responsibilities in a timely and accurate manner.

  • Facilitate resolution of data-entry related problems.

  • Serve as a resource on operational procedures and interface with peers and cross-functional groups within the Board to identify and resolve issues in an agency-coordinated manner.

Minimum Qualifications

  • Knowledge of communications sufficient to: (1) write, prepare, and edit materials, using correct spelling, punctuation, grammar, and sentence construction; (2) communicate effectively with internal and external customers; and (3) explain the reasons for transactions and procedures, rules, and regulations so others understand the information they are being given.

  • Customer service skills sufficient to (1) provide prompt, courteous and accurate information to customers on the phone, in-person, through e-mail and other written correspondence; and (2) effectively communicate and elicit information with tact and diplomacy in difficult situations and efficiently resolve customer problems.

  • Skills in data entry sufficient to enter data into specific data fields or into a database management system with accuracy.

  • Skills in using word processing software such as Microsoft Word sufficient to prepare letters, reports, correspondence, and other documents that are grammatically correct, in proper format, and free of spelling errors.

Preferred Qualifications

  • Microsoft Office skills at an intermediate level.

  • Experience working in a call center environment.

  • Experience interpreting and applying laws and rules related to licensure.

  • Experience working in a customer service capacity effectively handling difficult situations, using computer software systems and solving problems independently and in a professional manner.

  • Demonstrated attention to detail and accuracy sufficient to review, evaluate and process licensure applications ensuring applicants meet all applicable laws and rules.

  • Experience using web, online and data entry software tools to perform tasks or research.

  • Experience using or knowledge of medical terminology.

  • Good interpersonal and problem-solving skills in dealing with customers in a manner that is non-escalating, helpful and directed toward customer satisfaction.

  • Ability to discern appropriate application of laws, rules, standards, policies, and procedures and explain requirements to customers.

  • Ability to work in a call center environment.

Physical Requirements

  • Ability to lift 10-25 lbs at times.

  • Ability to regularly use phone and computer for extended time periods.

Additional Requirements

This position requires successful completion of pre-employment reference checks. To facilitate proper crediting, 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.

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.

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