Lead Customer Service Specialist

Working Title: Lead Customer Service Specialist**

**Job Class: Customer Service Specialist, Senior**

**Agency: Cannabis Management Office**

+ **Job ID** : 86785

+ **Location** : St. Paul

+ **Telework Eligible** : Yes

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

+ **Regular/Temporary** : Unlimited

+ **Who May Apply** : Open to all qualified job seekers

+ **Date Posted** : 06/13/2025

+ **Closing Date** : 06/23/2025

+ **Hiring Agency/Seniority Unit** : Cannabis Management Office / Cannabis Mgt Off - AFSCME

+ **Division/Unit** : Cannabis Management Office-OCM / Customer Service

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

+ **Days of Work** : Monday - Friday

+ **Travel Required** : No

+ **Salary Range:** $21.90 - $29.65 / hourly; $45,727 - $61,909 / annually

+ **Classified Status** : Classified

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

+ **Work Area** : Customer Service

+ **FLSA Status** : Nonexempt

+ Designated in Connect 700 Program for Applicants with Disabilities ( : 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 position is located in St. Paul and may telework from home two days per week and is expected to be in the office three days per week.

The Office of Cannabis Management (OCM) is currently seeking to fill the role of a Lead Customer Service Specialist position to provide customer support and assistance to MN cannabis industry stakeholders and constituents.

A successful employee in this position will be able to:

+ Serve as an initial OCM contact, providing respectful and effective customer service, and handling inbound and outbound customer interactions in a high-volume environment

+ Assist customers in locating and utilizing self-service tools, managing their account, finding forms, and completing applications

+ Communicate application and eligibility status to customers as well as broad information related to OCMs policies and procedures, state statutes, and rules

+ Independently investigate and resolve complex inquiries across a variety of knowledge areas

+ Provide leadership and guidance to the rest of the customer service team including training, development, and growth of team members and making process improvement recommendations to the customer service supervisor.

**Minimum Qualifications**

_To facilitate proper years of service 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._

Three (3) years of customer service experience working in a call center, financial services, banking, retail sales or similar high-volume, fast-paced customer service environment.

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

+ Skill in planning and directing the work of a team, providing training, monitoring and reviewing the work of subordinates

+ Working knowledge of personal computers including software applications such as Microsoft Office Suite

+ Ability to develop, integrate, and implement work procedures for the unit

+ Ability to learn and adapt to new technologies and procedures

+ Ability to respectfully engage with clients, coworkers, and customers, when handling difficult or complex problems and resolving escalated complaints or disputes with empathy and professionalism

+ Skill in database management and records management sufficient to enter and retrieve data and maintain electronic or paper files for efficient organization

+ Skill in customer service sufficient to provide prompt, courteous, and accurate information to a variety of customers over the phone, in person, and via email

**Preferred Qualifications**

+ Experience working in a call center

+ Experience as a lead worker or other leadership role in a high-volume customer service environment

+ Knowledge of Minnesota cannabis laws and rules

+ Experience working with large customer relationship management (CRM) databases

+ Experience providing education to others

+ Conflict management experience

**Additional Requirements**

A job offer will be contingent upon successfully passing a background check. The background check may consist of the following components:

+ SEMA4 records check (applies to current and former state employees only)

+ Employment reference check

+ Conflict of interest review

+ Criminal background check

The Office of Cannabis Management will not sponsor applicants for work visas. All applicants must be legally authorized to work in the United States.

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 ... or email ... . Please indicate what assistance is needed.