Customer Svcs Specialist Int – Bi-lingual Call Center Representative (Karen, Hmong, Spanish, Arabic, Somali, or Russian)

Job Details

Job Class: Customer Service Specialist, Intermediate

Working Title: Customer Svcs Specialist Int – Bi-lingual Call Center Representative (Karen, Hmong, Spanish, Arabic, Somali, or Russian)

Who May Apply: Open to all qualified job seekers

Date Posted: 11/13/2021

Closing Date: 11/19/2021

Hiring Agency/Seniority Unit: Human Services Dept / DHS Central Office AFSCME

Division/Unit: DHS-Central Office / CFS PEBT Call Center

Work Shift/Work Hours: Day Shift/8:00 a.m. – 4:30 p.m.

Days of Work: Monday-Friday

Travel Required: No

Salary Range: $17.66 – $23.41/hourly; $36,874 – $48,880/annually

Classified Status: Classified

Bargaining Unit/Union: 206 – Clerical/AFSCME

Work Area: I – Children and Family Services

End Date: 6/30/2021

FLSA Status: Nonexempt

Connect 700 Program Eligible: No

Job Summary

**This posting is intended to fill multiple positions**

**These positions have an anticipated duration of 6 months but may be extended**

The incumbent must be able to work remotely and have adequate and reliable internet connection to conduct work. This includes the ability for a physical connection to the internet for a router for calls. Work area needs to be suitable, safe and free from hazard, including the ability to adequately protect private data, and protected health information when applicable.

Must have an internet connection with a speed of 10mb or greater that includes a wired Ethernet connection physically located in the home office space connected back to the home ISP connection with a power source. Wireless or satellite connection is not sufficient.

As a Call Center Representatives, you will staff a call center and manage an electronic web form, designed to provide direct client support and card management services for the Pandemic-Electronic Benefits Transfer (P-EBT) program.

Working with the P-EBT program will help provide needed support to families with children during the pandemic. This position works closely with clients who without P-EBT, might not be able to provide much needed food support for their families. This position helps provide relief and solutions to families in this time of uncertainty. This position will creatively problem solve, work in a fast paced environment and be part of a large team across DHS, and other state agencies working collectively towards PEBT implementation and issuance.

Responsibilities

Collect, Receive, investigate, and formulate responses to provide information and resolution to clients/citizens/departments/ schools filing out the PEBT electronic Web Form.

Identify, document and share 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.

Qualifications

Minimum Qualifications

Ability to communicate with others and understand information; read, write and respond to customers in English and one of the following languages: Karen, Hmong, Spanish, Somali, Arabic, or Russian.

Ability to provide direct customer service in a high volume, stressful environment.

Ability to provide prompt, courteous and accurate information to customers on the phone and through written communication.

Typing-Keyboarding skills.

Data entry skills sufficient to enter data into multiple computer systems.

Ability to learn new electronic systems for tracking client information

Preferred Qualifications

Our employees are dedicated to ensuring cultural responsiveness. Preferred candidates will have a variety of experiences working effectively with others from different backgrounds and cultures.

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 – The Department of Human Services will conduct reference checks to verify job-related credentials and criminal background check prior to appointment.

Application Details

Why Work For Us

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.

Our differences make us stronger and leveraging them helps us create a workforce where everyone can thrive. The State of Minnesota is an equal opportunity employer. We are committed to embedding diversity, equity, inclusion, and accessibility at our workplace. We do this by developing strong leaders and advocates, increasing cultural competence and understanding among all employees, and removing institutional barriers and attitudes that prevent employees from advancing as far as their talents will take them. We prohibit discrimination and harassment of any kind based on race, color, creed, religion, national origin, sex (including pregnancy, childbirth and related medical conditions), marital status, familial status, receipt of public assistance, membership or activity in a local human rights commission, disability, genetic information, sexual orientation, gender expression, gender identity, or age.

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.

For additional information about the application process, go to http://www.mn.gov/careers.

Contact

If you have questions about the position, contact Toni Shobe at [email protected] by the position close date.

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 [email protected] for assistance.

AN EQUAL OPPORTUNITY EMPLOYER

The State of Minnesota is an equal opportunity, affirmative action, and veteran-friendly employer. We are committed to providing culturally responsive services to all Minnesotans. 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 [email protected]. Please indicate what assistance you need.