Sebt Call Center Representative / Customer Services Specialist Intermediate

When all employees are embraced, respected and heard, we will build a collaborative, equitable, inclusive and anti-racist culture where everyone thrives.

Working Title: SEBT Call Center Representative
Job Class: Customer Service Specialist, Intermediate
Agency: Human Services Dept

• Who May Apply: Open to all qualified job seekers
• Date Posted: 3/28/2024
• Closing Date: 4/3/2024
• Hiring Agency/Seniority Unit: Human Services Dept / DHS Central Office AFSCME
• Division/Unit: Children and Family Services / Summer Electronic Benefits Transfer - Call Center
• Work Shift: Day Shift
• Work Hours: 8:00am - 4:30pm
• 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: I - Economic Assistance and Employment Supports Division
• 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 will do is more than just a job. Join the talented, engaged, and inclusive workforce dedicated to creating a better Minnesota.

The Department of Human Services is unable to provide sponsorship for work visas. Applicants must be eligible to work in the United States at the start of employment.

* This posting may be used to fill multiple vacancies. *

***Telework(Within Minnesota or Neighboring States) and flexible hours options are available.***

This position will serve as an SEBT Call Center Representative, staffing a new Call Center and managing an electronic web form that is designed to provide direct client support and card management services for the Summer Electronic Benefit Transfer (SEBT) program.

Responsibilities include but may not be limited to:

• Receives, investigates, and formulates responses to provide information and resolution to clients/citizens/departments/ schools calling the MN SEBT Call Center.
• Collects, Receives, investigates, and formulates responses to provide information and resolution to clients/citizens/departments/ schools filing out the SEBT electronic Web Form.
• Identifies, documents, and shares information on concerns and issues that are not included in program and policy procedural guidelines to ensure Call Center and web form will operate effectively and as intended.

Minimum Qualifications

**To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month, day and year for each job held.**

• Customer Services skill sufficient to provide prompt, courteous, and accurate information to customers on the phone and through written communication.
• English Language skills sufficient to to compose correspondence with accurate spelling, grammar and punctuation; and to communicate effectively with co-workers, customers and the general public.
• Typing/Keyboarding skills sufficient to complete a variety of reports, letters and data summaries.

Preferred Qualifications

• Variety of experiences working effectively with others from different backgrounds and cultures.
• Bi-lingual in English and another language such as Spanish/Hmong/Karen/Somali/Arabic
• Knowledge of or experience with public assistance programs.
• Lived Experience with Electronic Benefit Transfer (EBT).
• Ability to problem solve while working independently.
• Excellent attendance and dependability.
• Familiarity with economic assistance programs such as SNAP, MFIP and Cash assistance.
• Background in MAXIS inquiry.
• Familiarity with Customer Relations Management software.
• Current recipients of MFIP/SNAP/Tribal TANF

Additional Requirements

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.

REFERENCE/BACKGROUND CHECKS – DHS will conduct reference checks to verify job-related credentials and a criminal background check prior to appointment.

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 Sharon Williams at sharon.williams@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 Amy John at amy.john@state.mn.us.

If you are an individual with a disability and need an ADA accommodation for an interview, you may contact the Department of Human Services’ ADA Coordinator at 651-431-4945 or DHS_ADA@state.mn.us for assistance.

About Human Services Dept

WE MAKE A DIFFERENCE! The Minnesota Department of Human Services impacts the lives of 1.7 million people every year, helping them meet their basic needs so they can achieve their highest potential.

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
• 12 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.