Call Center Representative - Administrative Assistant II (DC) - Remote

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Posted 2 days ago United States Salary undisclosed
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Job Description

Department Information

We serve all Colorado residents in their everyday lives. The department is driven by our values of service, teamwork, accountability, integrity, and respect. We support the Colorado community as well as those that work here. We value the contributions of every employee and encourage learning so our employees can grow. We celebrate diversity, and together, support an equitable and inclusive culture. We embrace our differences because we believe this brings innovation to our work.

The Department of Revenue (DOR) employs approximately 1,600 hard-working and dedicated employees throughout Colorado. We can be seen performing functions as varied as auditing and collecting taxes, issuing driver licenses and motor vehicle titles, marketing lottery products, and regulating liquor, gaming, horse racing, marijuana, and the auto industry in order to assist the citizens of our state.

The Department of Revenue offers 10 paid holidays per year, paid vacation and sick leave, BenefitHub program (discounted merchandise, food and travel, etc), employee wellness program and a great benefit package.

CDOR Vision

To empower businesses and individuals through quality customer service, innovation and collaboration.

CDOR Mission

To become a trusted partner to every Coloradan to help them navigate the complexities of government so they can thrive.

CDOR Values

Description of Job

The Driver Control Section of the Division of Motor Vehicles exists to administer motor vehicle statutory requirements affecting driver's privilege, to compile and house motor vehicle related data and documents through data entry, electronic imaging, and filing. To provide copies, reports, and information pertaining to motor vehicle data and documents upon request from law enforcement and governmental agencies and process requests from the general public and collet appropriate fees.

We're looking for a great communicator with experience in high volume customer service to be our Call Center Representative in our Driver Control Unit! Use your interpersonal skills to handle demanding and complex customer interactions on a call center line. Your ability to communicate and manage your work will contribute to the success of your client interactions and ensuring the residents of Colorado are taken care of. If you're ready to enhance the lives of Coloradoans and enjoy the benefits as a State employee, then this job may be for you!

Primary Duties:

* Provide customer service in a high volume call center environment via telephone to external stakeholders and customers;

* Transcription and data entry into database and spreadsheets;

* Translate and clarify Colorado Motor Vehicle statutes, department administrative procedures, and policy to customers;

* Determine the effect of statutory law on a driving record and use experience and reasoning to determine the the best approach for the possible courses of action in response to division notices, restraints, or general licensing issues;

* Advise customers as to the fee, documentation, and testing requirements;

* Provide and instruct customers in identifying and acquiring the mandatory forms to accomplish the desired action(s);

* and access spreadsheets to determine the current location of a requested file; if still on hard copy, pull paper documents, scan copies, and return originals to their proper location; file and other retrievals as required.

This position is deemed a tele-work position and may require in office work located in Lakewood. This position will require temporary daily assignment to an office in the Denver Metro area for training.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Colorado Residency Requirement:

Applicants may be ineligible to apply for this position and subsequently disqualified if they do not have a Colorado address at the time of application.

Minimum Qualifications

Two years of General Clerical and/or Call Center work experience.

General Clerical work experience is typically performed by office clerks and/or administrative assistants this includes, but is not limited to tasks such as:

* Experience providing exceptional customer service in the call center and/or online; interfacing with a variety of people from many levels within the organization and community.
* Data Entry including: entering information into a program or database (appointments, contact information, customer records)
* Regular, daily work responsibilities utilizing equipment and software used in offices (E-Mail, Microsoft Office programs (Word, Excel, PowerPoint), Google Apps, etc.)
* Regular, daily work responsibilities utilizing computer systems, scanners, printers, copiers, fax machines and other technologies
* Typing professional emails, letters, reports, briefings, forms, memoranda, etc.
* Reviewing and comparing data for accuracy and completeness. Gathering specified information and compiling routine reports

In order to be considered for this position, your general clerical and/or call center experience must be documented on your application. (Part-time experience will be pro-rated.)


College or university coursework in Business Administration, Accounting, Public Administration, Political Science, or similar field may substitute for the required experience on a year-for-year basis.

Preferred Qualifications

* Experience working in a complex, high volume Call Center.
* Experience working with sensitive information of a confidential nature.
* Career progression in a general clerical and/or customer service position.

DOR Required Skills and Competencies: Competencies required for all DOR positions include good communications skills, interpersonal and people management skills, the ability to multitask, the ability to work with confidential information, the ability to work in high-stress environments, and the demonstrated ability to assist customers.

Conditions of Employment with the Colorado Department of Revenue:

1. As a condition of employment with the Colorado Department of Revenue, a requirement exists that all personnel timely file all necessary Colorado Individual Income Tax (CIIT) returns and timely pay tax obligations. As such, all employees must undergo a pre-employment evaluation of their tax records/accounts to ensure compliance with this policy.

2. Employees are in a position of public trust in the performance of their job duties and must operate in a manner that maintains the highest standards of honesty, integrity, and public confidence. All job finalists require successful completion of a background investigation and reference check prior to appointment. Background checks may include national criminal, financial, traffic, civil, education, and/or experience checks or any other checks related to the job assignment. Fingerprint background checks and pre-employment drug testing may also be required for some positions.

Effective September 15, 2021, employees will be required to attest to and verify that they are fully vaccinated for COVID-19, or, submit to twice-weekly serial testing. Upon hire, new employees will have three (3) business days to provide attestation to their status with proof of vaccination, or begin twice-weekly serial testing for COVID-19.

Note: Fully Vaccinated means two (2) weeks after a second dose in a two-dose series of the COVID-19 vaccine, such as the Pfizer or Moderna vaccine, or two (2) weeks after the single-dose vaccine, such as Johnson & Johnson's Janssen vaccine, as defined by the State of Colorado's Public Health Order and guidance issued by the Colorado Department of Public Health & Environment.

Applicant Checklist:

Only complete applications submitted on or before the closing date for this announcement will be given consideration. Failure to submit all required documents by the closing date of this announcement may result in your application being rejected. For assistance with the application process, please review the following video provided by the Colorado Department of Personnel & Administration "Applying for a Job with the State of Colorado".

Complete Applications must include the following documents:

1) A complete CDOR Application for Announced Vacancy (Submit online using the link in this announcement)

2) A complete Supplemental Questionnaire (Submit online as part of your application)

3) A Cover Letter with a Written Narrative. The written narrative should describe your interest in this position and specifically how your education, abilities, skills and experience relate to the requirements, responsibilities and competencies listed in the job announcement. (Attach to your online application, late submissions will not be accepted)

Minimum Qualifications and Comparative Analysis:

Part of, or the entire comparative analysis for this position, may involve a review of the information submitted in the application material, including the answers to the supplemental questions. Therefore, it is paramount that in the experience portion of the application, the applicant describes the extent to which they possess the education, experience, competencies and background as they relate to the duties outlined in the job announcement, as well as the special and/or preferred qualifications. List your employment history starting with the most recent job, including part-time, temporary, and volunteer jobs. If more than one job was held with a given organization, list each job held as a separate period of employment. Under "Duties," describe clearly the tasks you performed and the nature of your supervisory..... click apply for full job details