PIC Phone Agent - Customer Svcs Specialist Sr

Working Title: PIC Phone Agent

Job Class: Customer Service Specialist, Senior

Agency: Public Safety Dept

• Job ID : 97572

• Location : St. Paul

• Telework Eligible : Yes

• Full/Part Time : Full-Time

• Regular/Temporary : Unlimited

• Who May Apply : Open to all qualified job seekers and DPS employees eligible to bid. Eligible bidders (permanent, classified employees in the same job classification) should apply through self-service and confirm their bid by emailing [email protected] by 11:59 PM 10/16/2026

• Date Posted : 10/10/2026

• Closing Date : 10/19/2026

• Hiring Agency/Seniority Unit : Public Safety Dept / Public Safety-AFSCME

• Division/Unit : DVS Administrative Svcs 2 / DVS Customer Support/PIC 3

• Work Shift/Work Hours : Day Shift / 8:00 AM - 4:30 PM

• Days of Work : Monday - Friday

• Travel Required : No

• Salary Range: $22.62 - $30.62 / hourly; $47,230 - $63,934 / annually

• Classified Status : Classified

• Bargaining Unit/Union : 206 - Clerical/AFSCME

• Work Area : 445 Minnesota St, St. Paul MN 55101

• 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.

**Employees may telework up to 50% or more, depending on the position and the needs of the division.

Do you enjoy helping people? Join our team and help Minnesotans find the answers they’re looking for! Driver and Vehicle Services (DVS) is seeking people-focused applicants with good communication skills to join our customer service center. Minnesotans from all over the state call or email DVS with questions about their driver’s license, vehicle and identification needs. You could play a key role in our organization’s success in serving residents statewide. This position has the option of working from home.

The Department of Public Safety is unable to provide sponsorship for work visas. Applicants must be eligible to work in the United States at the start of employment. DPS does not participate in E-Verify.

Minimum Qualifications

• Demonstrates ability, skills or experience sufficient to demonstrate the ability to de-escalate customers who are frustrated or respond poorly to negative information, in person and via telephone/email, understanding their questions, assessing their needs and responding appropriately.

• Demonstrates problem solving skills and organizational/planning skills using Microsoft proprietary systems to keep incoming information organized.

• The ability to communicate in English sufficiently to understand and be understood via e-mail/written and telephone interactions with customers. Skills must include the ability to independently compose high level communications, using plain language to relay legislative changes to a wide variety of customers.

• Word processing and computer utilization skills sufficient to create, edit, and finalize emails, memos, and letters, for both internal and external customers. As well as troubleshoot and communicate issues with technology being used.

• Reading comprehension skills sufficient to review, interpret and apply to current and future interactions related to written guidance. Examples include DVS and state policies, procedures, laws and rules related to driver and vehicle services.

• Math skills that are sufficient to do basic math calculations using a calculator and provide information to the public. (addition, subtraction).

• Demonstrate active listening and the ability to identify customer issues.

Preferred Qualifications

• Possess excellent verbal and written communication skills necessary to independently compose high-level communications relaying complex divisional resolutions to a wide variety of customers

• Two years' experience in a high-volume, fast-paced multi-dimensional telecommunications center providing the highest level of customer service with the ability to continually learn, adapt and excel

• Possess a working knowledge of the Microsoft Office suite of programs (i.e., Outlook, Word, Excel) with proficient technical ability to navigate, retrieve, and utilize data from a variety of electronic resources, including DVS' mainframe, E-Support, MNDRIVE/FAST, document management and web-based applications

• Excellent Attendance

• Ability to work cooperatively with individuals from diverse backgrounds and underserved communities

Physical Requirements

Requires occasionally moving and transporting such articles as file boxes and heavy hand tools or heavier materials with help from others, and moving and transporting light objects frequently. Even though the weights being moved and transported may be a negligible amount, a job in this category may require positioning self to move to a significant degree or may involve maintaining a stationary position for extended periods.

Additional Requirements

It is the policy of the Department of Public Safety that all employees submit to a background investigation prior to employment, which includes successful completion of the following background components:

• Criminal history

• Reference check

• Credit check

• Fingerprinting (REAL/EDL)

• US citizenship check

• SEMA4 records, personnel file and employment records (current and former State employees only)

The Department of Public Safety is unable to provide sponsorship for work visas. Applicants must be eligible to work in the United States at the start of employment. DPS does not participate in E-Verify.

AN EQUAL OPPORTUNITY EMPLOYER

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