Job Description

General Description
POSTING TYPE: Open Competitive
DEPARTMENT: Employment and Economic Assistance
HOURS: Full-time
SALARY GRADE: 109
PREFERRED 2026 HIRING RANGE: $82,337 - $102,921 annually
FULL 2026 SALARY RANGE: $82,337 - $128,651 annually
LOCATION: West St. Paul, Flexible/Hybrid
UNION: HSSA
CLOSE DATE: 4:30 p.m. on 12/19/2025
What You Will Do
This position will lead our Customer Service Team (CST) and the daily operations of the Employment and Economic Assistance (EEA) lobby that serves an average of 140 walk-in clients a day. This leadership position plays a critical role within EEA in maintaining high levels of customer service, efficient program delivery, internal and external risk management, and effective client communication. This position supervises a team of staff that provide customer service supports to clients and assist in program operations across the department.
This position is based at the Northern Service Center in West St Paul and requires a strong on-site presence to oversee operations and support staff in service delivery. Who We Are
Dakota County is Minnesota's third largest county and home to more than 400,000 residents. We strive every day to achieve excellence in public service, with a focus on four values: Service, Integrity, People, and Innovation.
Dakota County aims to create an environment that is welcoming and inclusive of diverse people, backgrounds, and experiences. Our goal is to have a workforce that is reflective of the communities and individuals we serve. We promote an equitable and culturally aware work environment where everyone can be their authentic selves.
Minimum Qualifications

• Bachelor's degree in business or related field and minimum of two year of administrative, management or supervisory office support experience with progressive levels of responsibility.

OR

• An equivalent combination of education and work experience to total 6 years.

PREFERRED WORK EXPERIENCE & EDUCATION BEYOND MINIMUM QUALIFICATIONS:

• Experience with customer service operations in a high-volume setting
• Supervisory experience
• Contact center or call center operations experience
• Experience and/or interest in developing/maintaining Voice of the Customer methodologies
• Experience working with diverse communities and individuals experiencing difficult life situations

Duties & Responsibilities
These examples do not include all possible tasks in this work and do not limit the assignment of related tasks in any position of this classification. Regular attendance according to the position's management approved work schedule is required for all positions.

• Manage the daily activities and performance of the Customer Service Team, providing supervision and support to effectively manage workload.
• Maintain and apply in-depth working knowledge of staff assignments, processes, and information systems that are utilized.
• Assign and schedule work and staff training, approve absences, evaluate performance, monitor career development, and recommend the hiring, disciplinary actions and dismissal of staff.
• Identify alternatives to existing methods of unit and department operations to increase productivity, increase the level of service, or decrease costs.
• Manage projects and procedures relating to facilities management, space planning, risk management, information technology, telecommunications, records management, and support services.
• Represent the department or County with other departments and outside agencies regarding program/office procedures and ensuring support for departmental objectives and county-wide issues.

Knowledge, Skills & Abilities and Work Environment

• Knowledge of governmental organizations, administrative procedures, and operations.
• Knowledge and skill in research techniques, evaluation, and analysis.
• Advanced ability to evaluate information, prepare recommendations, and produce clear and accurate reports.
• Advanced ability to lead complex projects from start to finish and work both independently and as a member of a team to complete complex projects.
• Demonstrated ability to adjust to shifting priorities, ambiguous situations, demands, timelines, and customer needs.
• Significant capacity to communicate orally and in writing in a clear and concise manner.
• Advanced organizational ability and time management.
• Demonstrated ability to establish and maintain effective working relationships with colleagues, team, and senior management.

WORK ENVIRONMENT: Work is primarily sedentary and is usually accomplished while incumbent is comfortably seated at a desk or table. Some walking and standing may occur in the course of a normal workday or in connection with attendance at meetings and conferences, or while researching files. Items carried typically are light objects such as briefcases, notebooks, and data processing reports.
LOCATION & SCHEDULE: This is a hybrid position that offers a mix of telework and in-person work at our Northern Service Center in West St. Paul. Work is performed Monday through Friday during regular business hours (8:00 a.m. to 4:30 p.m.).
Benefits

• Comprehensive and affordable medical, dental, vision, and other benefits.
• Excellent work-life balance.
• Generous paid time off (accrual rate starts at four weeks per year).
• Eleven paid holidays each year and one floating holiday.
• Pension with a generous employer contribution.
• Ability to work from home some of the time.

Selection Process

• You submit an online application that includes supplemental questions.
• We assign you a score based on your qualifications.
• Top scoring candidates are referred to the hiring manager for interview consideration.
• We conduct interviews and reference checks before extending an offer.
• We extend an offer and conduct background checks.

Dakota County Employee Relations
Main Number 651.438.4435 (8:00 a.m. - 4:30 p.m. Monday - Friday)
Fax 651.438.8178
JOBSLINE: 651.438.HIRE
Visit our site for more information.

Skills Required