Customer service supervisor

Job Details

Working Title: Customer Service Supervisor

Job Class: State Program Administrator, Supervisor Senior

Agency: Office of Cannabis Management

• Who May Apply : This vacancy is open to all qualified job seekers.
• Date Posted : 04/05/2024
• Closing Date : 04/18/2024
• Hiring Agency/Seniority Unit : Office of Cannabis Management
• Division/Unit : Operations / Customer Service Unit
• Work Shift/Work Hours : Day Shift
• Days of Work : Monday - Friday
• Travel Required : No
• Salary Range: $28.80 - $41.71 / hourly; $60,134 - $87,090 / annually
• Classified Status : Classified
• Bargaining Unit/Union : 216 - Middle Management Association (MMA)
• FLSA Status : Exempt - Executive
• Telework Eligible : Yes
• Designated in Connect 700 Program for Applicants with Disabilities : Yes

Make a difference in the lives of Minnesotans.

The work you’ll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.

Job Summary

The Customer Service Supervisor at the Office of Cannabis Management (OCM) will supervise the customer service activities for the OCM. The position provides management and oversight to the inbox and call center and to ensure Minnesotans are able to get their questions answered, utilize OCM’s public-facing systems, and access relevant public data. The position will supervise and guide OCM staff by developing, administering, coordinating, monitoring, maintaining, and evaluating the operations of a statewide call center and ensure timely responses to the email inbox.

The individual will direct day-to-day administration and operations of the call center and general inquiry inbox; supervise and coordinate the work of call center staff; provide operations monitoring functions and perform quality assurance/quality control checks for customer service responses and implementing improvements as needed; oversee and manage quality improvement and quality oversight tasks including data integrity and data audits; and direct vendor selection and vendor management in development of call center logistics.

This position is expected to report to the office at least three days per week with the ability to telework up to two days per week.

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.

Two years of experience in a call center or customer service role answering customer questions and working with the public.

Experience in a lead worker or supervisory role assigning and reviewing the work of others or leadership experience which may include the completion of a leadership development program such as Everyday Leaders Institute or Senior Leadership Institute.

Exemplary interpersonal, communication, problem-solving, and decision-making skills.

Proficient computer skills.

The ability to celebrate diversity and a strong commitment to a respectful and inclusive work environment.

Preferred Qualifications

Experience supervising or managing a call center or similar.

Experience performing continuous improvement projects.

Experience or knowledge in interpreting contracts, statutes, state and/or government policies and procedures, rules, regulations, rulings, etc.

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 US.

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 job information line at or email . For additional information about the application process, go to

If you have questions about the position, contact Katie Knutson at

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 Becky Hierlinger at .

About the Office of Cannabis Management

Be a part of building the new Office of Cannabis Management (OCM) from the group up and supporting Minnesota’s new cannabis industry. The OCM will serve as the primary regulatory agency for the state's hew and expanding cannabis industry, (including the new adult-use market, the Medical Cannabis Program, and existing lower-potency hemp edibles), issue business licenses, provide education and technical support to the new businesses, administer grants to support community reinvestment, and oversee all aspects of Minnesota's cannabis industry.

Diverse Workforce

We are committed to continually developing a workforce that reflects the diversity of our state and the populations we serve. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve the people of Minnesota.

A recent engagement survey of State of Minnesota employees found:

• 95% of employees understand how their work helps achieve their agency’s mission
• 91% of employees feel trusted to do their jobs
• 88% of employees feel equipped to look at situations from other cultural perspectives when doing their job
• 87% of employees report flexibility in their work schedule

Comprehensive Benefits

Our benefits aim to balance four key elements that make life and work meaningful: health and wellness, financial well-being, professional development, and work/life harmony. As an employee, your benefits may include:

• Public pension plan
• Training and professional development
• Paid vacation and sick leave
• 11 paid holidays each year
• Paid parental leave
• Low-cost medical and dental coverage
• Prescription drug coverage
• Vision coverage
• Wellness programs and resources
• Employer paid life insurance
• Short-term and long-term disability
• Health care spending and savings accounts
• Dependent care spending account
• Tax-deferred compensation
• Employee Assistance Program (EAP)
• Tuition reimbursement
• Federal Public Service Student Loan Forgiveness Program

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.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. The State of Minnesota recognizes that a diverse workforce is essential and strongly encourages qualified women, minorities, individuals with disabilities, and veterans to apply.

We will make reasonable accommodations 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 and indicate what assistance is needed.