New Job Wtce Customer Svcs Specialist Sr In Minnesota

Working Title: WTCE Customer Svcs Specialist Sr
Job Class: Customer Service Specialist, Senior
Agency: Minnesota State

• Who May Apply: Open to all qualified job seekers
• Date Posted: 06/29/2023
• Closing Date: 07/14/2023
• Hiring Agency/Seniority Unit: MN St Colleges & Universities / St Paul TC-AFSCME
• Division/Unit: MnSCU St Paul TC / MnSCU St Paul TC AFSCME
• Appointment Type: Unlimited, Full-time
• Work Shift/Work Hours: Day Shift
• Days of Work: Monday - Friday; 8:00 A.M. - 4:30 P.M.
• Travel Required: No
• Salary Range: $19.87 - $26.89 / hourly; $41,488 - $56,146 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 206 - Clerical/AFSCME
• Work Area: Academic Affairs / Workforce Training and Continuing Education
• FLSA Status: Nonexempt
• Telework Eligible: Yes - This position has the potential for a hybrid work environment with incumbent being on campus four (4) days a week, Mon - Thurs; with Friday being optional telework day.
• 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.

This position provides advanced decision-making and customer service for Workforce Training, Continuing Education, Customized Training, at Saint Paul College.

• Registration of students, scheduling classrooms, entering data and troubleshooting in rSchool Today (rST).
• Creating and maintaining reports and documents, analyzing or interpreting the customers’ needs and providing excellent customer service via telephone, electronic methods, and in-person contact.
• Answer questions and/or refer individuals to appropriate staff members, college departments and/or other agencies.
• Assist students with registering, transferring, and withdrawing from department courses.
• Analyzing, interpreting and deciphering what the customer needs based on their unique requests and fulfilling their needs with excellent customer service.
• Research any customer requests that are beyond the existing procedures to help the customer and provide excellent customer service.
• Coordinate cash, credit card, check, and third-party payments.
• Register and coordinate the enrollment of approximately 10,000 students per year.
• Provide support and problem solving for students experiencing registration difficulties.
• Inform students of course cancellation or rescheduled classes and coordinate/administer refunds to students.
• Prepare class materials, certificates, and supplies for classes.
• Deliver books and materials to customers in classes.
• Prepare and send post-course evaluations and summaries to customers.

Minimum Qualifications

The following qualifications are required of all applicants seeking consideration for this position. Only applicants whose application materials clearly demonstrate fulfillment of each of these minimum qualifications will be considered for the position. 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.

• Demonstrated high level of customer service experience with analyzing and solving customer problems OR demonstrated high level of experience in an office setting environment, using the telephone and computer as the primary instruments to perform job duties;
• Demonstrated word processing skills and other business software applications sufficient to create and format emails, spreadsheets, databases, procedures, reports and other documents;
• Substantiated superior human relation skills to interact with others utilizing common curtesy, tact, interest in positive problem resolutions, empathy and logical organization of ideas and to be able to calm angry or confused clients so that necessary information can be gathered and communicated;
• Knowledge of English sufficient to (1) speak, read, understand, and respond to written and spoken communication with customers; (2) file and retrieve information based on content, using alphabetical filing practices; (3) write, prepare, and edit materials, using correct spelling, punctuation, grammar, and sentence construction;
• Analytical math skills and extensive knowledge of spreadsheet and database software to manage downloaded information from various sources to sufficiently create, evaluate and maintain accurate registrations and reports;
• Proven ability to analyze and make recommendations for new or revised administrative and program practices and procedures for smooth and efficient registrations.

Preferred Qualifications

• A.A. degree;
• Experience in Higher Education;
• Ability to work in a fast paced, multi-tasked environment;
• Ability to work collaboratively with others (internal and external customers) throughout the department and campus;
• Knowledge of State of Minnesota and Minnesota State system policies and procedures including ability to maintain confidentiality of private information;
• Highly proficient in RST and EMS. Knowledge of ISRS and other MnSCU specific systems;
• Previous experience in professional development or personal enrichment training.

Physical Requirements

Requires occasionally transporting such articles as file boxes and heavy hand tools or heavier materials with help from others and/or transporting light objects frequently. The position may require movement throughout building(s) to a significant degree.

Ability to load materials and push carts across campus, including outdoors across streets and up curbs and ramps.

Ability to lift up to 40 pounds on a regular basis.

Additional Requirements

In accordance with the Minnesota State Vehicle Fleet Safety Program, employees driving on college/university business who use a rental or state vehicle shall be required to conform to Minnesota State's vehicle use criteria and consent to a Motor Vehicle Records check.

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

If you have questions about the position, contact Cyndee Robinson at [email protected].

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 Cyndee Robinson at [email protected].

Saint Paul College is committed to supporting diversity in all of its forms. Applicants representing diverse backgrounds are encouraged to apply.

Salary and benefits will be based on the collective bargaining agreement between AFSCME and the State of Minnesota.

Effective July 1, 2009, legislation provides that the top five Recently Separated Veterans, who apply and meet the qualifications for the vacancy, must be granted an interview. To be considered a Recently Separated Veteran, you must meet all the following criteria:

• Have separated under honorable conditions from any branch of the armed forces of the United States;
• Have served on active duty for 181 consecutive days or more or for the full period ordered to active duty OR have separated by reason of disability incurred while serving on active duty;
• Be a United States citizen or resident alien;
• Have served in active military service at any time on or after September 11, 2001 as shown on your form DD-214.

To be considered under this legislation, you must meet all of the Minimum Qualifications identified in this posting; meet all of the above RSV criteria; and submit a copy of your DD-214 form by the closing date via e-mail or mail to: or [email protected]; or Cyndee Robinson at Saint Paul College, 235 Marshall Avenue, St. Paul, MN 55102.

Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a non-competitive basis if you meet all of the following criteria:

• Meet service requirements and have a verified service-connected disability rating of at least 30%.
• Provide qualifying documentation verifying the disability.
• Meet all of the Minimum Qualifications identified in this posting.

To be considered under this legislation, you must meet all of the Minimum Qualifications identified in this posting; meet all of the above RSV criteria; and submit a copy of your DD-214 form by the closing date via e-mail or mail to: or [email protected]; or Cyndee Robinson at Saint Paul College, 235 Marshall Avenue, St. Paul, MN 55102.

About Minnesota State

Saint Paul College was established in 1910, and we are proud to be honoring education for more than a century. View Historical Timeline.

Saint Paul College has been ranked no. 9 in The 50 Best Community Colleges in the United States by TheBestSchools.org. The College offers 54 associate degree programs, including the Associate of Arts degree, and 74 career certificate and diploma programs. Since our humble beginning, we have been helping students succeed in high-demand careers!

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.

Other Information

Employment information for this position can be found in its collective bargaining agreement or its plan document at http://mn.gov/mmb/employee-relations/labor-relations/Labor/.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State 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 [email protected]. Please indicate what assistance is needed.