Customer Contact Center Agent - Revenue Examiner 1

• Closing Date: 04/17/2024
• Hiring Agency/Seniority Unit: Revenue Dept / Revenue (inc Assessors)-AFSCME
• Division/Unit: Income Tax & Withholding / ITW-Taxpayer Assistance 4
• Work Shift/Work Hours: Day Shift
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $21.60 - $30.52 / hourly; $45,100 - $63,725 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 207 - Technical/AFSCME
• Work Area: ITW-Taxpayer Assistance 4
• FLSA Status: Nonexempt
• Telework Eligible: No
• 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

This posting may be used to fill multiple vacancies. The recruitment pool established from this posting will be used to fill these positions.

These positions are part of the Income Tax and Withholding Taxpayer Assistance contact center. In this role, you will be responsible for answering customers' questions about filing, processing, and making changes to their individual income tax, withholding tax, and property tax refunds. Employees spend the majority of their time assisting customers in person and through electronic communications. Employees promote voluntary tax compliance by offering high quality customer service and educating taxpayers and tax professionals on understanding and complying with their tax responsibilities. Employees contribute to the success of the contact center by adhering to all policies and procedures. Successful employees understand and strive to meet or exceed call center metrics while providing excellent customer service.

The Department of Revenue offers a dynamic and collaborative work environment, where you will work alongside a team of experienced professionals who are passionate about making a difference. This position offers opportunities for professional growth and development, along with the chance to make a significant impact in ensuring tax compliance.

This position is required to work on-site at the Stassen Building located in Saint Paul, Minnesota. 

Qualifications

Minimum Qualifications

• One (1) year of customer service experience.
• 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.) from taxpayers, their representatives, and department employees to effectively convey clear, concise, and accurate responses.
• Reading comprehension ability sufficient to review, follow, and interpret written documents (e.g. tax laws, instructions, correspondence, and forms).
• Problem solving skills and organizational/planning skills necessary to independently perform the duties of the position.
• Knowledge of office software such as Outlook, Word, PowerPoint, Teams and Excel and basic navigation of web-based systems.
• Math (arithmetic) skills necessary to perform the duties of the position, including analyzing accounts accurately and calculating tax liabilities and/or refunds.
• Data entry skills to keep records of all conversations in our tax system.

Preferred Qualifications

• Three (3) years of call center/answering service experience. Call center work preferred in a contact center, financial, collections, banking services, or sales.
• 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 to execute tasks or functions of the role.
• Virtual and in person experience assisting customers.

Physical Requirements

Requires occasional moving and set up of articles such as laptop computer, monitors, phone equipment, and boxes. 

Working onsite in office setting.

Additional Requirements

Prior 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).

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 Christina Finnegan at christina.finnegan@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 Shelley Marty at shelley.marty@state.mn.us.

If you need a reasonable accommodation for this interview and/or testing process, please contact the Department of Revenue ADA Coordinator at revenue.eai@state.mn.us. 

About Revenue Dept 

The Minnesota Department of Revenue works to fund the future for all of Minnesotans. We manage over 30 different taxes and collect $26.7 billion annually in state taxes, which funds state programs such as healthcare, transportation, public safety, and early childhood, K-12, and higher education.

Revenue is dedicated to an inclusive work environment that celebrates and values the diversity of each employee and reflects the communities we serve. We're committed to a culture of inclusion where everyone can bring their authentic selves to work and thrive.

We value a work life balance for our employees, and many of our employees telework in a full or hybrid capacity. For those that come to the office, regularly or occasionally, we invested in a state-of-the-art hybrid workspace located at the Stassen building in St. Paul.

Find out more about us on our website.

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.