Lead customer service specialist

State of Minnesota; Saint Paul (MN); Hybrid; USD 45,000 - 62,000; Full time

Job summary

The State of Minnesota is hiring a Lead Customer Service Specialist at the Cannabis Management Office. This position plays a crucial role in providing comprehensive support to cannabis industry stakeholders while leading a team to enhance service quality. Candidates must have significant customer service experience and proven team leadership capabilities.

Benefits

Paid vacation and sick leave

12 paid holidays each year

Low-cost medical, dental, vision, and prescription drugs

Pension plan after three years

Employer paid life insurance

Short-term and long-term disability insurance

Training and professional development opportunities

Qualifications

• Three years of customer service experience in high-volume environments.
• Skill in planning and directing team tasks.
• Ability to handle difficult problems with empathy.

Responsibilities

• Provide effective customer service and handle inquiries.
• Assist customers with tools and application processes.
• Lead and train customer service team members.

Skills

Team Leadership

Customer Service

Conflict Management

Database Management

Tools

Microsoft Office Suite

Job description

Job Details

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.

Job Summary

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 OCM’s 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.

Qualifications

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.

Application Details

How to Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the Careers Help Desk at 651-259-3637 or email [e-mail]. For additional information about the application process, go to http://www.mn.gov/careers.

Contact

If you have questions about this position, contact Ashley Shanley at [e-mail] or 651-539-5828.

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Ashley Shanley at [e-mail].

About Cannabis Management Office

The Office of Cannabis Management (OCM) is the primary regulatory office for the state’s new and expanding cannabis industry (including the new adult-use market, the Medical Cannabis Program, and existing hemp-derived cannabinoid products). OCM is tasked with issuing business licenses, providing education and technical support to new businesses, administering grants to support community reinvestment and to organizations that will help farmers navigate the new industry, and overseeing all aspects of Minnesota’s cannabis industry. Join our team and become a part of OCM’s mission to foster an equitable cannabis industry that prioritizes public health and safety, consumer confidence, and market integrity!

Working together to improve the state we love.

What do Minnesota's State employees have in common?

• A sense of purpose in their work
• Connection with their coworkers and communities
• Opportunities for personal and professional growth

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.

EQUAL OPPORTUNITY EMPLOYERS

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

APPLICANTS WITH DISABILITIES

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email [e-mail] and let us know the support you need.