Customer Care Representative - State Program Administrator - Leave

Position: Customer Care Representative - State Program Administrator - Paid Leave
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* Working Title:

Customer Care Representative*
* ** Job Class:
State Program Administrator*
* ** Agency:
Department of Employment and Economic Development*
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** Job ** : 92096

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** Location** :
St. Paul

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** Telework Eligible** :
Yes, may be eligible to telework up to five (5) days per week

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** Full/Part Time** :
Full-Time

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** Regular/Temporary** :
Unlimited

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** Who May Apply** :
This vacancy is open for bids and for all qualified job seekers simultaneously. Bidders will be considered through 02/19/2026.

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** Date Posted** : 02/13/2026

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** Closing Date** : 02/19/2026

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** Hiring Agency/Seniority Unit** :
Department of Employment and Economic Development - MAPE

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** Division/Unit** :
Paid Family and Medical Leave

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** Work Shift/Work Hours** :
Day Shift

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** Days of Work** :
Monday - Friday

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** Travel Required** :
No

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** Salary Range:**  $23.98 - $34.69 / hourly; $50,070 - $72,432 / annually

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** Classified Status** :
Classified

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** Bargaining Unit/Union** : 214 - Minnesota Association of Professional Employees (MAPE)

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** FLSA Status** :
Nonexempt

+ Designated in Connect 700 Program for Applicants with Disabilities ((Use the "Apply for this Job" box below)./connect
700/) :
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.

The 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.

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* Key Responsibilities Include:

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* + 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…