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:

Customer Care Representative (CCR) at the Minnesota Paid Leave Contact Center serves as the first point of contact for individuals seeking information, assistance, and guidance regarding the Minnesota Paid Family and Medical Leave program. This position is responsible for providing professional, high-quality customer service through various communication channels, including phone, email, and online chat. CCRs are expected to deliver accurate information, assist with the application process, and ensure that customers have a positive and efficient experience. This role is essential in supporting the implementation of Minnesota's Paid Family and Medical Leave program and contributing to the overall success of the program.

Key Responsibilities Include:

• Provide exceptional support to employers and constituents by answering inquiries via phone, email, physical mail, and potentially text and chat
• Address concerns and offer clear explanations about eligibility, benefits, application processes, payment systems, and policies related to Minnesota’s Paid Family and Medical Leave program
• Engage with a diverse group of individuals via automated systems, including employees, employers, and internal state stakeholders, ensuring that they receive timely, accurate, and professional assistance
• Using established business processes and program technology, resolve assigned work items, including adjudication tasks and customer interactions, in a timely and accurate manner
• Conduct research, reviewing fact-finding information, contacting applicants or employers for additional data, and issuing determinations or correspondence regarding eligibility and other program-related matters

We are hiring multiple bilingual Customer Care Representatives in the following languages:

• Hmong
• Somali
• Spanish

As a bilingual Customer Care Representative, you will be the first point of contact for our customers. You will handle a variety of inquiries, ranging from technical support to general questions about services. Your role will involve assisting customers in their preferred language, ensuring a seamless and satisfying experience.

This position is also posted for candidates who meet English language proficiency only. To be considered for that opportunity, please submit your application to Job ID # 85531.

This position is telework 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. This position will be open on a continuous basis until posted end date or until all positions are filled.

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 in customer service

AND

One (1) year of experience working in a contact center, customer care center, customer experience center, or other closely related position as determined by the agency, handling multi-line phone systems and managing customer inquiries

AND

Written and verbal bilingual proficiency in at least one of the following languages:

• Hmong
• Somali
• Spanish

Applicants that meet the above minimum qualification will be further evaluated on the following:

• Skills in handling difficult customer interactions with empathy and professionalism
• Skill in handling a high volume of calls, chats, emails, and tasks in fast-paced environments
• Ability to learn and adapt to new technologies and procedures
• Skill in staying calm under pressure
• Ability to build and maintain positive relationships with employers, constituents, and internal partners

Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include:

• Paid vacation and sick leave
• 12 paid holidays each year
• Low-cost medical, dental, vision, and prescription drug plans
• Fertility care, including IVF
• Diabetes care
• Dental and orthodontic care for adults and children
• 6 weeks paid leave for parents of newborn or newly adopted children
• Pension plan that provides income when you retire (after working at least three years)
• Employer paid life insurance to provide support for your family in the event of death
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
• Tax-free expense accounts for health, dental, and dependent care
• Resources that provide support and promote physical, emotional, social, and financial well-being

Support to help you reach your career goals:

• Training, classes, and professional development
• Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

Employee Assistance Program (EAP) for work/life support:

• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

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.