Contact Center Phone Agent - Revenue Examiner 1

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

• Who May Apply: This vacancy is open for bids and for all qualified job seekers simultaneously. Bidders will be considered through 03/07/2024.
• Date Posted: 03/01/2024
• Closing Date: 03/07/2024
• Hiring Agency/Seniority Unit: Revenue Dept / Revenue (inc Assessors)-AFSCME
• Division/Unit: Income Tax & Withholding / IT & WH-Taxpayer Assistance Units 1, 2, 3 or 4
• 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: Income Tax & Withholding / IT & WH-Taxpayer Assistance Units 1, 2, 3 or 4
• FLSA Status: Nonexempt
• Telework Eligible: Yes
• Designated in Connect 700 Program for Applicants with Disabilities: Yes

Make a difference in the lives of Minnesotans.

The work you’ll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.

This posting may be used to fill multiple vacancies. The recruitment pool established from this posting will be used to fill these positions.

These positions are part of the Income Tax and Withholding Taxpayer Assistance Contact Center. The job duties are to answer questions customers have related to filing, processing, or making changes to their individual income tax, withholding tax, and property tax refund returns. Employees spend the majority of their time assisting customers via phone, and occasionally through electronic communications and in person. Employees promote voluntary tax compliance by offering high quality customer service and educating taxpayers and tax professionals on understanding and complying with their tax responsibilities. Employees contribute to the success of the Contact Center by adhering to all policies and procedures. Successful employees understand and strive to meet or exceed call center metrics while providing excellent customer service.

These positions are eligible for a hybrid telework arrangement, at home or in the office. In order to telework you must have access to a reliable internet service to work from home. Teleworking employees are required to live in Minnesota or in a state bordering Minnesota.

At the Department of Revenue, we believe that our employees are our greatest assets. We offer the opportunity to work with talented professionals, contribute to meaningful projects, and thrive in a dynamic and supportive environment. If you are interested in joining our team, apply today!

Minimum Qualifications

• One (1) year of customer service experience communicating effectively with internal and external customers in person, by phone, and in writing.
• Reading comprehension ability sufficient to review, follow, and interpret written documents (e.g. tax laws, instructions, correspondence, and forms).
• Organizing, planning, and problem-solving abilities necessary to independently perform the duties of the position.
• Knowledge of web-based navigation tools, messaging tools, and computer systems, such as Microsoft software (Outlook, Word, PowerPoint, Teams, Excel).
• Math (arithmetic) skills necessary to perform the duties of the position, including analyzing accounts accurately and calculating tax liabilities and/or refunds.
• Data entry skills to keep records of all conversations in our tax system.

Preferred Qualifications

Three (3) years of experience in one of the following:

• Call center/answering service experience. Call center work preferred in a Contact Center, financial, collections, banking services, or sales.
• 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.

Paraprofessional/technical experience and knowledge of federal and Minnesota income tax, withholding tax, and the property tax refund.

Experience using call center Customer Relationship Manager (CRM) software.

Virtual experience assisting customers.

Physical Requirements

Requires occasional moving and set up of articles such as laptop computer, monitors, phone equipment, and boxes.

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).

How to Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the job information line 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 have questions about the position, contact Shelley Marty at shelley.marty@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 Shelley Marty at shelley.marty@state.mn.us.

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.

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.

Why Work for Us

Diverse Workforce

We are committed to continually developing a workforce that reflects the diversity of our state and the populations we serve. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve the people of Minnesota.

A recent engagement survey of State of Minnesota employees found:

• 95% of employees understand how their work helps achieve their agency’s mission
• 91% of employees feel trusted to do their jobs
• 88% of employees feel equipped to look at situations from other cultural perspectives when doing their job
• 87% of employees report flexibility in their work schedule

Comprehensive Benefits

Our benefits aim to balance four key elements that make life and work meaningful: health and wellness, financial well-being, professional development, and work/life harmony. As an employee, your benefits may include:

• Public pension plan
• Training and professional development
• Paid vacation and sick leave
• 11 paid holidays each year
• Paid parental leave
• Low-cost medical and dental coverage
• Prescription drug coverage
• Vision coverage
• Wellness programs and resources
• Employer paid life insurance
• Short-term and long-term disability
• Health care spending and savings accounts
• Dependent care spending account
• Tax-deferred compensation
• Employee Assistance Program (EAP)
• Tuition reimbursement
• Federal Public Service Student Loan Forgiveness Program

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.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. The State of Minnesota recognizes that a diverse workforce is essential and strongly encourages qualified women, minorities, individuals with disabilities, and veterans to apply.

We will make reasonable accommodations 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 and indicate what assistance is needed.