Information Consultant - Customer Service Specialist Intermediate

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At the DNR, we are committed to the conservation and management of the state's natural resources for outdoor recreation, economic development, and a sustainable quality of life. Apply with us and find your path.
Job Details
Working Title: Information Consultant
Job Class: Customer Service Specialist, Intermediate
Agency: MN Department of Natural Resources

• Who May Apply: Open to all qualified job seekers
• Date Posted : 01/13/2024
• Closing Date :01/22/2024
• Hiring Agency/Seniority Unit : Department of Natural Resources
• Division/Unit : Operations Services / Information Center
• Work Shift/Work Hours : Day Shift
• Days of Work : Monday - Friday
• Travel Required : No
• Salary Range: $19.57 - $25.95 / hourly
• Classified Status : Classified
• Bargaining Unit/Union : 206 - Clerical/AFSCME
• Work Area : Central Office Headquarters - Division of Operations Services
• FLSA Status : Nonexempt
• Telework Eligible : Yes, Hybrid
• 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.
Job Summary
The Department of Natural Resources (DNR) provides outdoor recreation activities and manages Minnesota’s natural resources to create economic opportunity and a sustainable quality of life. We are driven to find talented, innovative employees to help us carry out this mission.
This is a call center position that offers a warm welcome and outstanding Customer Service to those who visit, call, or email the DNR Central Office Information Center with questions or needs. The incumbent represents the face of the DNR to the public in an efficient, accurate, timely, and professional manner by taking public phone calls, and answering emails. This position also provides service excellence to internal staff, who rely on the Information Center to answer the majority of the public’s general information questions.
This position offers detailed procedural information and assistance with questions covering multiple program areas and using a variety of tools, resources, and contacts. This position searches out information, summarizes it into concise answers, and occasionally refer customers to others for more detailed responses.
Days of work will be Monday through Friday, 8:30 am to 5:00 pm, with optional, minimal seasonal overtime. This position has a flexible work arrangement and may be eligible to telework on a full-time basis which is subject to change. The position occasionally requires some duties to be completed atthe Central Office each month. If approved, the employee would be required to complete a telework agreement.
Responsibilities include:

• Respond to telephone, email, in-person, and mail-in inquiries. Common requests include: rules and statutes; law enforcement interpretation in regard to DNR regulations and licensing; boat, snowmobile, and recreational motor vehicle use; safety training; outdoor recreation; wildlife; nuisance animal control; licensing, registration, and titling; state parks and trails; shoreline regulations; and hunting and fishing season rules information.
• Interact and exchange information with other department divisions.
• Staff key DNR outreach activities such as the State Fair.
• Assist with mailing, shipping, and restocking.
• Keep current with all emails, documentation, reference materials, regulations, forms, and website changes.

The work can be physically demanding, including occasionally shipping, transporting, and restocking outreach materials (up to 35 lbs.).
Qualifications
Minimum Qualifications

• Ability to demonstrate Customer Service practices and principles sufficient to identify each customer's needs, meet quality standards for services, and evaluate customer satisfaction.
• Ability to communicate effectively with internal and external customers.
• Skill in Customer Service sufficient to answer phones and respond to email, refer callers, and greet visitors with courtesy and respect.
• Word processing and typing/keyboarding skills sufficient to enter data and compose written responses to email inquiries accurately and efficiently.
• Skill in answering questions and presenting customers with clear and concise explanations of policies, procedures, and regulations.
• Ability to multitask in a fast-paced environment and adapt to various situations prioritizing customer calls, emails, and other inquiries simultaneously.
• Ability to research information via online/phone/email to efficiently produce quality phone and email responses to internal and external customers.

Preferred Qualifications

• Experience working in a call center, information center, or closely related.

Additional Requirements
No driving duties are required.
Applicants must have the ability to meet the physical requirements and work in the environmental conditions of the position, with or without reasonable accommodations.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
It is policy of the Department of Natural Resources that all candidates submit to a background check prior to employment. All job offers are contingent upon passing the following components:

• Employment Reference Check
• SEMA4 Records Check
• Criminal History Check
• Conflict of Interest Review

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 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 Justin Badini at justin.badini@state.mn.us or 651-355-0159 .
If you are an individual with a disability and need reasonable accommodation to assist with the application process, please contact the ADA Coordinator at ADA.DNR@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 Jordan Krueger at jordan.krueger@state.mn.us .
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.