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Working Title: PIC Lead Worker

Job Class: Customer Service Specialist, Principal

Agency: Public Safety Dept

+ **Job ID** : 91133

+ **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 (permanent, classified employees in the same job and class). Eligible bidders should apply through self-service and confirm their bid by emailing [email protected] . by 11:59 PM on 01/14/2026.

+ **Date Posted** : 01/08/2026

+ **Closing Date** : 01/14/2026

+ **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:** $24.12 - $32.54 / hourly; $50,362 - $67,943 / annually

+ **Classified Status** : Classified

+ **Bargaining Unit/Union** : 206 - Clerical/AFSCME

+ **Work Area** : Town Square - 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.

Position provides lead work and team coordination for the Call Center Representatives and Research Staff within the Public Information Center (PIC), which is the primary public telephone and electronic mail contact point for Driver and Vehicle Services. Priority is given to quality customer service for approximately 3.1 million telephone contacts and 120,000 e-mails annually from the public concerning problems or questions regarding basic and advanced call types as well as inquiries from law enforcement agencies, deputy registrars, driver’s license agents, and DVS branch offices.

Account for unit productivity, consistency of services and accuracy of information disbursed by staff regarding policies, procedures and rules pertaining to all Motor Vehicle and Driver License issues. Be present at the start of each business day to ensure that daily operations begin as scheduled and that staff is ready to receive calls and perform the functions of the Call Center, as assigned. Monitor daily operations, status reports, and systems servicing the unit to identify and respond to problems relating to operations and management of incoming calls. Effectively utilize staff during workload peaks to eliminate backlog of calls.

Provide policy clarification for Call Center staff resolving complex inquiries and problems that requires specialized knowledge and human relation skills. Take referrals from unit staff and other areas of the agency; research and resolve associated problems. Train and develop unit staff; arrange mentorships for new staff with more experienced staff. Ensure that new staff is prepared to handle the breadth of calls received at assigned workstations; identify the need for and provide supplemental training.

Collect and communicate customer feedback used to: 1) identify patterns in the various types and volumes of PIC contacts, including phone calls, E-mail, E-fax, and public mail; 2) develop improved practices for handling incoming workload; and 3) assist in determining staffing needs. Monitor PIC customer responses to ensure that staff is providing Fair, Accurate, Secure, Timely (FAST) handling of customer contacts.

_**Hybrid Eligible: ** Employees may telework up to 50% or more, depending on the position and the needs of the division. Employees who live 75 miles or more from their permanent work location and reside within the state or in a county bordering the state may be allowed to telework more than 50% with approval from the division director._

Minimum Qualifications

+ Lead work skills sufficient to train others and serve as an expert for complicated driver’s license and motor vehicle transactions.

+ Skill in customer service sufficient to answer questions and advise customers and employees of motor vehicle and driver's license policies and procedures.

+ Ability to interpret and explain administrative and program procedures to internal and external customers.

+ Word processing skills sufficient to modify and complete a variety of correspondence.

+ English Language skills in writing, speaking, and reading sufficient to compose correspondence with accurate spelling, grammar and punctuation and to effectively communicate with internal and external customers.

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 of 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, SharePoint) with proficient technical ability to navigate, retrieve, and utilize data from a variety of electronic resources, including MNDRIVE document management and other web-based applications.

+ Knowledge of a written and spoken second language (e.g., Spanish, Hmong or Somali) and English sufficient to translate messages from one language to the other, while maintaining message content, context, and style.

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

+ Experience with call center metrics and call scoring/coaching.

+ Excellent Attendance and Dependability.

Physical Requirements

Requires occasionally moving and transporting such articles as file folders and small tools. May need to maintain a stationary position for long periods of time while carrying out job duties.

Additional Requirements

This position requires successful completion of the following:

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

+ Criminal history

+ Reference check

+ Credit check

+ Fingerprinting (EDL)

+ US Citizenship check

_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.