Working Title: Customer Engagement Specialist
Job Class: State Program Administrator, Intermediate
Agency: Department of Employment and Economic Development
Job ID : 90678
Location : St. Paul
Telework Eligible : Yes, may be eligible for some telework
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 12/12/2025.
Date Posted : 12/06/2025
Closing Date : 12/15/2025
Hiring Agency/Seniority Unit : Department of Employment and Economic Development / MAPE
Division/Unit : Paid Family and Medical Leave
Work Shift/Work Hours : Day Shift, 8:00AM - 4:30PM
Days of Work : Monday - Friday
Travel Required : No
Salary Range: $25.67 - $37.26 / hourly; $53,598 - $77,798 / annually
Classified Status : Classified
Bargaining Unit/Union : 214 - Minnesota Association of Professional Employees / MAPE
FLSA Status : Nonexempt
Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : 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.
About the Paid Leave Division:
Paid Leave is a new program launching in 2026. The program will provide partial wage replacement to Minnesota workers who are out of work due to a qualifying condition, such as a severe health condition that prevents them from working, or when they need time to care for a family member or a new child. We are building a program that will be easy for every Minnesotan to use. We are engaging the people who depend on us-workers, employers, caregivers, and insurers-to learn from them and build the program around their needs. We are using modern service delivery and product practices to deliver the program. The Paid Leave team has high standards and an unrelenting commitment to serving Minnesotans. It is a start-up environment without legacy systems or preconceived ways of working, so we have a unique opportunity to create human-centric processes and systems to deliver this new benefit to Minnesotans.
Position Purpose:
The Customer Engagement Specialist plays a critical role in supporting the operational efficiency of the Paid Leave enterprise contact center. Under general supervision, this position provides day-to-day technical assistance and guidance to Customer Care Representatives, ensuring that the team consistently delivers high-quality service and meets performance goals. The Customer Engagement Specialist contributes to the overall success of the program by evaluating agent performance, recommending process improvements, and supporting continuous development.
Key Responsibilities Include:
Offer technical support and guidance to Customer Care Representatives, helping to resolve inquiries and operational challenges.
Ensure the effective day-to-day functioning of the contact center team, maintaining a high standard of service delivery while meeting key performance metrics.
Analyze agent performance and provide feedback to the Contact Center Supervisor, recommending changes to improve customer experience administration.
Compile and review data to generate reports that offer insights into performance, operational trends, and program outcomes.
Contribute to the assessment and implementation of program changes, ensuring that documentation accurately reflects the status and results of the program.
Monitor and analyze contact drivers, identifying and addressing constituent pain points to improve service delivery.
Proactively suggest improvements to streamline processes and enhance the customer experience.
This position will be based out of the St. Paul office.
This position is telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) eligible. Staff are provided with the tools and equipment to be successful in a virtual work environment. Please note, the telework policy could change with notice based on business needs.
This posting may be used to fill multiple positions.
Minimum Qualifications
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. Only applicants whose resumes clearly demonstrate fulfillment of each of these minimum qualifications will be considered for this position.
One (1) year of experience working in a lead position, leading teams with escalation and performance development. Experiences must be within a contact center, customer care center, customer experience center, or other closely related position as determined by the agency which handle multi-line phone systems.
Applicants that meet the above minimum qualification will be further evaluated on the following:
Experience generating and analyzing data.
Experience mediating conflicts between agents or between customers and agents, ensuring a smooth resolution and a positive outcome for all parties.
Experience working with internal and external stakeholders.
Ability to coach, mentor, and develop staff while building relationships.
Preferred Qualifications
Bachelor's degree in Communication, Business, Organizational leadership, or other closely related field as determined by the agency.
Knowledge of contact center workflow systems and processes, customer service best practices, and Key Performance Indicators (KPIs).
Skill in adapting to changing circumstances, such as shifts in customer demand, unexpected staff absences, or new company policies.
Skill in communicating in a secondary language.
Additional Requirements
A job offer will be contingent upon successfully passing a background check. The background check may consist of the following components:
Criminal Background Check
Employment Records Check (current and former State employees only)
Employment Reference Check
Conflict of Interest Review
Driver's License and Records Check
The Minnesota Department of Employment and Economic Development will not sponsor applicants for work visas. All applicants must be legally authorized to work in the U.S.
AN EQUAL OPPORTUNITY EMPLOYER
Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.
Reasonable accommodations will be made 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 . Please indicate what assistance is needed.
