Part-Time PIC Phone Agent Customer Svcs Specialist Sr

Minnesota Department of Public Safety - DPS; Saint Paul (MN); Hybrid; USD 31,000 - 42,000; Part time

Job summary

Minnesota Department of Public Safety seeks a Part-Time PIC Phone Agent for Customer Services in St. Paul. The role supports Minnesotans with driver and vehicle services via phone/email, with a 8:00 AM–12:00 PM day shift, Monday–Friday, and telework eligibility up to 50%.

Applicants must be eligible to work in the United States and bid accordingly. Responsibilities include de-escalating calls, problem solving using agency systems, and delivering clear communications about state policies and

Qualifications

• Demonstrates ability to de-escalate frustrated customers in person or via phone/email.
• Demonstrates problem solving and organizational skills using Microsoft systems.
• Communicates clearly in English in written and verbal interactions.
• Performs word processing and basic computer tasks to create emails, memos, and letters.

Responsibilities

• Handle inquiries about driver’s license, vehicle and identification needs.
• Engage with customers to identify needs and provide accurate information.
• Maintain organized information using department systems and tools.
• Support customers with state policies and procedures related to driver and vehicle services.

Skills

De-escalation

Active listening

English communication

Problem solving

Mathematical basics

Tools

Microsoft Office

Mainframe access

E-Support

MNDRIVE/FAST

Job description

Working Title: Part-Time PIC Phone Agent Customer Svcs Specialist Sr

Job Class: Customer Service Specialist, Senior

Agency: Public Safety Dept

• Job ID: 97589
• Location: St. Paul
• Telework Eligible: Yes
• Full/Part Time: Part-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 [e-mail] by 11:59 PM 10/19/2026
• Date Posted: 10/13/2026
• Closing Date: 10/22/2026
• 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 - 12:00 PM
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $22.62 - $30.62 / hourly
• 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: 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.

• 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).
• Demonstrates 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.

About Public Safety Dept

The Minnesota Department of Public Safety (DPS) is a diverse, complex agency dedicated to serving communities across the state. DPS has 10 public facing and four support divisions with about 2,400 dedicated employees operating programs statewide that all have one goal: Building a safer Minnesota.

Working together to improve the state we love.

• 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.

For accommodations or questions about accessibility specifically relating to this job, please email the Affdative Action Division at [e-mail] or call 651-539-1875 (voice) or using your preferred telecommunications relay provider.