CPW Communications Center Customer Service Representative (ADMINISTRATIVE ASSISTANT II) Onsite

Full Job Description

• Medical and Dental plans
• Strong, flexible retirement plans including PERA Defined Benefit Plan or PERA Defined Contribution Plan, plus pre-tax and Roth 401K and 457 plans
• Paid life insurance
• Short- and long-term disability coverage
• Employee Wellness programs
• Flexible Spending Accounts
• Health Savings Accounts
• 11 paid holidays per year plus generous vacation and sick leave
• Flexible work schedule options and remote-work options
• Career advancement opportunities throughout the State system
• Some positions may qualify for the Public Service Loan Forgiveness Program.

The work unit exists to serve as Colorado Parks and Wildlife’s front-line customer service staff.

This position will receive and provide direct external communication on behalf of the agency as part of the Colorado Parks and Wildlife mission to protect Colorado's natural resources and provide people with the opportunity to use and enjoy those resources.

The unit develops and delivers written and verbal communications to educate and inform Colorado residents and visitors to the state about natural resources and outdoor recreation (over 16,000 annual emails and 114,000 customer calls).

The work unit provides constituents with quality customer service, valuing the customers’ time, having a great attitude, and providing knowledgeable and resourceful resources.

Requirements

The purpose of this position is to assist the Colorado Parks and Wildlife Communications Center with daily functions, including but not limited to, training seasonal staff, assisting in overseeing the chronic wasting disease reimbursement process, assisting seasonal staff with questions, responding by phone and email to customer inquiries, and helping track, report, and monitor agency system errors and product defects.

This position is knowledgeable in understanding and communicating Parks and Wildlife laws and regulations, system functionalities (internal and external), and is able to clearly communicate written or verbal guidance to the constituents of Colorado.

This position will assist the CPW Communications Center Supervisor with ensuring high standards of customer service and provide guidance on customer inquiries.

This position assesses incoming email questions and comments from the public and will determine the appropriate staff subject-matter-expert.

Customer Service

Will need to comprehend Colorado Parks and Wildlife internal and customer facing sales channels to assist in guiding customers with online purchases, camping reservations, hunting applications, OHV/Boat/Snowmobile registration renewals and new registrations; read and understand hunting statistics; provide information regarding disability programs, hunter education requirements and processes, license and pass fees, update customer accounts per Colorado Parks and Wildlife policies; create/merge customer accounts; interprets, clarifies, and/or explains CPW statutes, regulations, policies, directives, procedures, rules, guidelines, mission and programs; researches statutes, regulations, policies, directives, procedures, and other resources to provide appropriate, accurate, and up-to-date information; resolves problems, issues, and/or complaints from the public and determines when situations need to be escalated; provides customers with the best options available for purchases, able to actively listen to customer comments/concerns/complaints and formulates the best plan of action regarding the situation.

Will need to work with the Colorado Parks and Wildlife Communications Center Supervisor to assist with training new seasonal staff.

This position may bring their own experiences and knowledge to help to create new and creative ways to train seasonal staff.

Training consists of 1-2 weeks, which includes classroom training regarding the agency and building a foundational knowledge of the agency and processes, combined with study guides and shadowing current staff to learn the phone system and IPAWS.

After the initial foundational training, this position will monitor and assist staff as needed to address questions and provide resources to respond to customer inquiries verbally and in writing.

Qualifications

• Current or former State experience relevant to this position.
• Current or former Colorado Parks & Wildlife work or volunteer experience.
• Organizational management, time management, and multi tasking skills.
• Customer service skills.
• Problem-solving abilities, critical thinking, verbal/written communication.
• Demonstrates initiative and self-motivation.
• Keen attention to detail.
• Punctual/Timely/Dependable.
• Strong interpersonal skills.
• Office setting experience.
• High proficiency in interpreting and explaining rules/regulations.
• Proficiency in the use of Google Suites, databases, and the use of electronic licensing system(s).
• Training skills are highly preferred, one-on-one and in a group setting.
• Good working knowledge of computer-based technology.
• Bilingual in English and Spanish.

• Strong organizational and time management skills.
• Excellent level of written and oral communication skills.
• Strong multitasking skills.
• Proficiency in Microsoft Word, Excel, and Google Suite.
• Ability to work independently and take initiative by using critical thinking and problem-solving skills to identify solutions for customer or program challenges.

• State of Colorado residency is required at the time of application.
• Background Check required.
• Travel may occasionally be required for training and special events

Former State employees who were disciplinarily terminated or resigned in lieu of termination must disclose the information on the application and provide an explanation why the prior termination or resignation should not disqualify their application from the current position.

(Please Note: Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination will disqualify the applicant from future State employment with DNR).

Pursuant to the DNR-120 Fleet and Driving Standards Administrative Directive, any worker who will be expected to drive a State-owned vehicle is responsible for maintaining a safe driving record and a valid driver license prior to driving any State-owned vehicle.

To be compliant with the new fleet vehicle policy, Motor Vehicle Records (MVRs) will be pulled for review for workers who: Have an assigned State fleet vehicle

• Are required to operate a vehicle as part of the position

• Utilize a State fleet vehicle as a pool vehicle

Additional Information

• All applications received by the closing of this announcement will be reviewed by an HR Specialist against the Minimum Qualifications in this announcement.

• Colorado Revised Statutes require that state employees are hired and promoted based on merit and fitness through a comparative analysis process. Part of, or all of, the comparative analysis for this position will be a structured application review by Subject Matter Experts.

• Resumes, cover letters and other attachments are not considered as part of initial reviews, therefore, it is important to document in your application your education, experience, minimum qualifications, and preferred qualifications as outlined in the job announcement.

• Please thoroughly answer all supplemental questions (if listed) since question responses may be evaluated for content, writing ability, spelling, grammar, and effective communication.

• This recruitment may involve additional testing and/or exams to arrive at the top group for interviews.

The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness.

The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities.