Contact Center Agent - Revenue Examiner 1

Working Title: Contact Center AgentJob Class: Revenue Examiner 1Agency: Revenue Department

Job ID : 82021

Location : St. Paul

Telework Eligible : No

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 12/03/2024.

Date Posted : 11/27/2024

Closing Date : 12/06/2024

Hiring Agency/Seniority Unit : Revenue Dept / Revenue (inc Assessors)-AFSCME

Division/Unit : Income Tax & Withholding / IT & WH-Taxpayer Assistance 2

Days of Work : Monday - Friday

Travel Required : No

Salary Range: $22.57 - $31.89 / hourly; $47,126 - $66,586 / annually

Classified Status : Classified

Bargaining Unit/Union : 207 - Technical/AFSCME

Work Area : ITW (Stassen Building)

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.This posting may be used to fill multiple vacancies.Contact Center Agents in the Income Tax and Withholding Taxpayer Assistance Units play a crucial role in providing assistance and support to in-person customers. As Department of Revenue representatives, it is their primary responsibility to resolve taxpayer issues, answer questions, and provide guidance regarding tax-related matters. They spend the majority of their time engaged in these activities, assisting customers via in person assistance, as well as through electronic communications.In addition to providing customer service, employees also play a crucial role in promoting voluntary tax compliance. This involves offering high-quality customer service and educating both taxpayers and tax professionals on understanding and complying with their tax responsibilities. By providing clear and concise explanations, employees help customers understand their obligations and simplify the tax filing process.Successful employees in this position understand and strive to meet or exceed call center metrics while providing excellent customer service. They understand the importance of meeting targets and deadlines while maintaining a high level of customer satisfaction. These individuals should be detail-oriented, organized, and able to multitask effectively.This position is for in-office employees only. They will report to the Department of Revenue office in downtown Saint Paul.Minimum Qualifications

One (1) year of inbound call center customer service experience.

Reading comprehension ability sufficient to review, follow, and interpret written documents (e.g., instructions, correspondence, and forms).

Understand basic web-based system navigation and messaging tools. Knowledge of computer systems including Microsoft office software (Outlook, Word, PowerPoint, Teams, and Excel).

Math skills necessary to interpret and manipulate numbers to calculate dates, sums, and dollar amounts.

Data entry skills to keep records of all conversations in our tax system.

Applicants who meet the above experience requirements will be further evaluated during the interview based on the following:

Ability to communicate and provide customer service in person, by phone, and in writing sufficient to gather information (e.g., tax records, dates, names, etc.) to effectively convey clear, concise, and accurate responses.

Problem solving skills and organizational/planning skills necessary to independently perform the duties of the position.

Preferred Qualifications

Three (3) years of inbound call center customer service experience. Call center work preferred in a financial, collections, banking services, or sales environment.

Three (3) years of 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.

Working experience and knowledge of federal and Minnesota income tax, withholding tax, and the property tax refund.

Knowledge of GenTax, Rspace, and other applications used at the Minnesota Department of Revenue.

Ability to proficiently navigate multiple desktop applications, such as Sale Force, Power BI, Service Now, or a similar CRM system to execute tasks or functions of the role.

Physical RequirementsRequires occasional moving of articles such as boxes, accounting records, laptop computer, and portable printer. Must be able to engage in sustained movement for potentially large portions of the day, including walking, using mobility aids, or other methods of mobility.Additional RequirementsPrior 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).AN EQUAL OPPORTUNITY EMPLOYERMinnesota 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.