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Contact Center Agent

Minnesota Department of Revenue
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Working Title: Contact Center Agent
Job Class: Revenue Examiner 1
Agency: Revenue Department

  • Job ID: 81545
  • Location: St. Paul
  • Telework Eligible: Yes, Hybrid
  • 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 11/19/2024.
  • Date Posted: 11/13/2024
  • Closing Date: 11/22/2024
  • Hiring Agency/Seniority Unit: Revenue Dept / Revenue (inc Assessors)-AFSCME
  • Division/Unit: Income Tax & Withholding / ITW-Taxpayer Assistance 4
  • Work Shift/Work Hours: Day Shift
  • Days of Work: Monday - Friday
  • Travel Required: No
  • Salary Range: $22.57 - $31.89 / hourly; $47,126 - $66,586 / annually
  • Classified Status: Classified
  • Bargaining Unit/Union: 207 - Technical/AFSCME
  • Work Area: (Required for AFSCME)
  • 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

 

This posting may be used to fill multiple vacancies. 

Contact Center Agents in the Income Tax and Withholding Taxpayer Assistance Units play a crucial role in providing assistance and support to customers. As Department of Revenue representatives, it is their primary responsibility to resolve taxpayer issues, answer questions, and provide guidance regarding tax-related matters. They spend the majority of their time engaged in these activities, assisting customers via phone, and occasionally through electronic communications and in person. In addition to providing customer service, employees also play a crucial role in promoting voluntary tax compliance. This involves offering high-quality customer service and educating both taxpayers and tax professionals on understanding and complying with their tax responsibilities. By providing clear and concise explanations, employees help customers understand their obligations and simplify the tax filing process.


Successful employees in this position understand and strive to meet or exceed call center metrics while providing excellent customer service. They understand the importance of meeting targets and deadlines while maintaining a high level of customer satisfaction. These individuals should be detail-oriented, organized, and able to multitask effectively.

This position is eligible for telework to applicants who reside in Minnesota, Wisconsin, Iowa, North Dakota, or South Dakota. Telework eligibility is based on the business needs of the unit and is at supervisory discretion. Commuting to the St. Paul office location for occasional in-person meetings is expected. 

Qualifications

 

Minimum Qualifications

  • One (1) year of inbound call center customer service experience.
  • Reading comprehension ability sufficient to review, follow, and interpret written documents (e.g., instructions, correspondence, and forms).
  • Understand basic web-based system navigation and messaging tools. Knowledge of computer systems including Microsoft office software (Outlook, Word, PowerPoint, Teams, and Excel).
  • Math skills necessary to interpret and manipulate numbers to calculate dates, sums, and dollar amounts.
  • Data entry skills to keep records of all conversations in our tax system.

Applicants who meet the above experience requirements will be further evaluated during the interview based on the following:

  • 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.) to effectively convey clear, concise, and accurate responses.
  • Problem solving skills and organizational/planning skills necessary to independently perform the duties of the position.

Preferred Qualifications

  • Three (3) years of inbound call center customer service experience. Call center work preferred in a financial, collections, banking services, or sales environment.
  • Three (3) years of in-person customer service role with experience answering questions and providing the best solution to the issue by listening, researching, and complying with company policy.
  • Working experience and knowledge of federal and Minnesota income tax, withholding tax, and the property tax refund.
  • Knowledge of GenTax, Rspace, and other applications used at the Minnesota Department of Revenue.
  • Ability to proficiently navigate multiple desktop applications, such as Sale Force, Power BI, Service Now, or a similar CRM system to execute tasks or functions of the role.

Physical Requirements

Requires occasional moving of articles such as boxes, accounting records, laptop computer, and portable printer. Must be able to remain in a stationary position for long periods of time. 

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).

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.

If you need a reasonable accommodation for this interview and/or testing process, please contact the Department of Revenue ADA Coordinator at revenue.eai@state.mn.us. 

Contact

If you have questions about this position, contact Ryan Ross at ryan.ross@state.mn.us .

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 Ryan Ross at ryan.ross@state.mn.us.

About Revenue Dept 

The Minnesota Department of Revenue works to fund the future for all of Minnesotans. We manage over 30 different taxes and collect $26.7 billion annually in state taxes, which funds state programs such as healthcare, transportation, public safety, and early childhood, K-12, and higher education.

Revenue is dedicated to an inclusive work environment that celebrates and values the diversity of each employee and reflects the communities we serve. We're committed to a culture of inclusion where everyone can bring their authentic selves to work and thrive.

We value a work life balance for our employees, and many of our employees telework in a full or hybrid capacity. For those that come to the office, regularly or occasionally, we invested in a state-of-the-art hybrid workspace located at the Stassen building in St. Paul.

Find out more about us on our website.

Working together to improve the state we love. 

What do Minnesota's State employees have in common? 

  • A sense of purpose in their work
  • Connection with their coworkers and communities
  • Opportunities for personal and professional growth

Benefits 

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include: 

  • Paid vacation and sick leave 
  • 12 paid holidays each year 
  • Low-cost medical, dental, vision, and prescription drug plans 
    • Fertility care, including IVF
    • Diabetes care
    • Dental and orthodontic care for adults and children 
  • 6 weeks paid leave for parents of newborn or newly adopted children
  • Pension plan that provides income when you retire (after working at least three years)
  • Employer paid life insurance to provide support for your family in the event of death
  • Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
  • Tax-free expense accounts for health, dental, and dependent care 
  • Resources that provide support and promote physical, emotional, social, and financial well-being

Support to help you reach your career goals:

  • Training, classes, and professional development
  • Tuition reimbursement 
  • Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

Employee Assistance Program (EAP) for work/life support:

  • A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
  • Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
  • Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

 

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. 

EQUAL OPPORTUNITY EMPLOYERS 

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

APPLICANTS WITH DISABILITIES

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.