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State of Minnesota Contact Center Phone Agent in St. Paul, Minnesota

Working Title: Contact Center Phone Agent

Job Class: Revenue Examiner 1

Agency: Revenue Dept

  • Job ID : 78011

  • Location : St. Paul

  • Telework Eligible : No

  • Full/Part Time : Full-Time

  • Regular/Temporary : Unlimited

  • Who May Apply : This vacancy is open for bids and for all qualified job seekers simultaneously. Bidders will be considered through 07/09/2024.

  • Date Posted : 07/03/2024

  • Closing Date : 07/09/2024

  • Hiring Agency/Seniority Unit : Revenue Dept / Revenue (inc Assessors)-AFSCME

  • Division/Unit : Tax Operations Division / Tax Ops-Business Registration

  • Work Shift/Work Hours : Day Shift

  • Days of Work : Monday - Friday

  • Travel Required : No

  • Salary Range: $21.60 - $30.52 / hourly; $45,100 - $63,725 / annually

  • Classified Status : Classified

  • Bargaining Unit/Union : 207 - Technical/AFSCME

  • Work Area : Tax Operations - Business Registration

  • 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.

This position may experience a wage cost of living increase in July 2024.

As a Call Center Agent with Business Registration, you will assist customers with creating and maintaining their business registration information through phone calls and other communication. Agents spend the majority of their time on the phone offering high quality customer service and educating taxpayers and tax professionals on understanding and complying with their tax responsibilities. Agents contribute to the success of the contact center by reinforcing policies and procedures and providing feedback to make process improvements.

Minimum Qualifications

  • One (1) year of customer service experience.

  • Ability to communicate and provide customer service in person, by phone, and in writing sufficient to gather information (e.g. tax records, dates, names, etc.) from taxpayers, their representatives, and department employees to effectively convey clear, concise, and accurate responses.

  • Reading comprehension ability sufficient to review and interpret written documents (e.g. tax laws, instructions, correspondence, and forms).

  • Problem solving skills and organizational/planning skills necessary to independently perform the duties of the position.

  • Knowledge of computer systems including Microsoft office software (Outlook, Word, PowerPoint and Excel).

  • Math (arithmetic) skills necessary to perform the duties of the position, including analyzing accounts accurately.

  • Data entry skills.

Preferred Qualifications

  • Three (3) years of customer service experience working in a call center, financial services, banking or retail sales.

  • Contact center experience.

  • Knowledge of federal and Minnesota business taxes.

  • Research Experience using various resources to provide accurate and complete assistance to tax payers.

  • Knowledge of GenTax, Rspace, and other applications used at the Minnesota Department of Revenue.

Physical Requirements

Requires occasional moving of articles such as boxes, accounting records, laptop computer, and portable printer.

Additional Requirements

Prior to an offer of employment, a background check will be conducted. This will include, but is not limited to checking degrees and licensures, criminal history, and tax filing and payment history. All individual income tax filing and payment obligations must be current prior to interviewing for this position.

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

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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