CPW Customer Service Representative/Administrative Assistant III - Grand Junction, CO

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
• FlexiblAe 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.

This work unit exists to perpetuate the wildlife resources of the State, to provide a quality State Parks system, and to provide enjoyable and sustainable outdoor recreation opportunities that educate and inspire current and future generations to serve as active stewards of Colorado’s natural resources.

The Agency’s long-range and strategic plan will be executed by providing the customer service function for the Grand Junction Office in the Northwest Region (NWR) and providing administrative services to Area 7 and the NWR office.

This includes administering the NWR energy, land Use, and water resources programs in addition to law enforcement, state wildlife areas, hunter education/outreach programs, and all the personnel within those sections.

Requirements

This position exists to provide customer service at the Grand Junction Area/NWR office in regards to parks, hunting, fishing, watchable wildlife, and wildlife conflicts; interpret rules, regulations, and brochures; Sell licenses, state park passes, and registrations to the public; Provide administrative services to the Deputy Regional Manager, Area Wildlife Manager, Assistant Area Wildlife Manager and Area 7 staff, including all aspects of finance pertaining to cost center NWRS and 5707.

Customer Service

First contact for public/customers/agencies either in person, by phone or email. Determines customer's needs and decides what actions are needed and how to handle requests.

It also establishes priority for requests.

This includes deciding on direct action such as selling licenses, collecting information, providing information or education and materials, referral to others, or referral to another agency.

Duties include answering technical questions regarding Parks and Registrations, hunting, and fishing by applying knowledge, experience, and interpersonal skills to respond to customer's needs and problems in an ongoing effort to educate and serve.

Articulately convey substantial information about agency laws, regulations, and procedures, while providing all facets of parks, wildlife and outdoor recreation information.

Assists law enforcement officers in gathering and disseminating information and requests; interpreting and directing calls to appropriate parties, determining appropriate approach for resolving human/wildlife conflicts, and presenting viable alternatives; Coordination and administration of hunter education classes.

Effective monitoring of program products and brochures to ensure adequate availability of supplies.

Interviews and collects information from public contacts and determines the information's relevance based on statute and regulation.

Determines what action or referral should be made and how it should be made.

If law enforcement referral decides what priority to assign and whether referral to other law enforcement agencies is warranted and takes appropriate action.

Determines and assists with correct office protocol in handling volatile situations and conflict resolution.

Specific examples include answering customers' concerns regarding trapping, hunter trespass, game damage, T/E species designations, and leftover license sales.

Recommends changes to big game brochures to correct or improve information. Recommends changes to limited license computer systems to improve license handling.

Recommends changes in regulations to improve clarity or improve public acceptance.

Management of License Agency for the Area 7/NWR office by organizing and establishing work processes to facilitate functionality and effectiveness of license sales, parks passes and registrations, and implementing guidelines and objectives prescribed by agency mission and statutory regulation; Screening documents and supporting information to determine authenticity and eligibility for hunting and fishing license purchases; Sell licenses to the public; Register students for hunter education; reissue hunter safety cards; Establish veracity of non-resident Hunter Safety assertions and/or missing cards; issue temporary cards where applicable; Issue duplicate licenses and carcass tags; make changes to licenses; issue road kill permits; issue artificial light permits; Stringent application of regulations to aid in the prevention of license holder violations.

Interprets the State of Colorado regulations and statutes to the public to answer questions concerning laws.

Explain CPW laws and regulations to the public to gain understanding and support while being considerate of the needs and desires of customers.

Determines, establishes and disseminates office procedures for customer service licensing systems which would include local sales procedures, record handling, and special licensing needs, including hunter safety card replacement, local forms, specific information packages for selected licenses, and emergency protocols, including licenses issued in error, application mistakes and lost licenses

Functions as the primary cashier for the NWR/Area 7 office by creating and maintaining accurate accounting records, including weekly reconciliation and deposits; sends validated supporting documentation to Denver Headquarters; Accurate processing sales transactions through the Integrated Parks and Wildlife System.

Establish office cash handling procedures to ensure accurate documentation of all sales processed through the cash register and credit card machine.

Reconciliation is performed on all transactions, using supporting documentation; Determines the amount of change on hand to ensure availability for customers, and allows an effective flow of license sales and products through the cash register.

Qualifications

• Current or former State experience relevant to this position.
• Current or former Colorado Parks & Wildlife work or volunteer experience.
• Organizational management, time management, multiple tasking skills.
• Google suites (or MS word, Excel, etc.).
• Customer service skills.
• Problem solving abilities, critical thinking, verbal/written communication.
• Currency handling, accounting, interpersonal, initiative.
• Demonstrates initiative and self-motivation.
• Keen attention to detail.
• Punctual/Timely/Dependable.
• Strong interpersonal skills.
• Office setting experience.
• Ability to work well independently as well as in/with a team.
• High proficiency in interpreting and explaining rules/regulations.
• Proficiency in the use of Google email, Google docs, databases, the use of electronic licensing system(s).

• State of Colorado residency is required at the time of application.
• Employee will be handling money and PII- Background Check required.
• Travel may occasionally be required for trainings 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.