Customer Service Center Supervisor - Remote

Full Job Description

The mission of the Colorado Department of Revenue (CDOR) is to become a trusted partner to every Coloradan to help them navigate the complexities of government so they can thrive. We are driven by our values of service, teamwork, accountability, integrity, and respect.

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Requirements

Do you have a passion for supporting staff within an area? Enjoy working with customers and finding answers?

Here at the Colorado Department of Revenue, our Division of Motor Vehicles has a job opportunity for someone who is passionate about helping guide people by handling difficult or complex problems.

We’re hoping to tap into your huge love for helping people with this fantastic opportunity. We're looking for someone who wants to work with remarkable people all over Colorado.

The Vehicle Services Section of the Division of Motor Vehicles exists to ensure compliance with the laws that govern the vehicle titling and registration processes as outlined in the Colorado Revised Statute.

The Vehicle Services Section is actively engaged with providing guidance and training to the state’s authorized agents, the public, and other entities involved in the title and registration process.

The Department of Motor Vehicles is looking for a responsible Customer Service Center Supervisor to join the team.

As a Customer Service Center Supervisor you can expect to supervise, direct, develop and manage the Call Center.

You will ensure that customers calling in for title and registration information are served timely and accurately.

Additionally, the Customer Service Center Supervisor provides technical knowledge and guidance, develops and controls methodology, provides staff support and problem resolution within the unit.

If you are a person who is reliable and willing to take charge this may be the position for you.

Customer Service Center Supervisor Primary Duties:

Supervision of Staff:

• Supervises, directs and manages the Call Center.

• Provides technical knowledge and guidance, develops and controls methodology, provides staff support and problem resolution within the unit.

• Provides employees with training and reference material to complete their tasks in the most efficient manner.

• Assists employees, counties and the general public with difficult title and registration questions by telephone, written correspondence and in person.

• Reviews current statutes, rule, processes and other reference material to ensure rules and regulations are followed.

Workload Management:

• Monitors workload and shifts resources to ensure performance goals are met.

• Develops monitors and evaluates work standards and evaluates employee performance within the established standards.

• Conducts employee’s performance planning and evaluations, resolves personnel issues or initiates corrective actions and makes recommendations for disciplinary actions when necessary.

• Compiles statistical reports by computing performance data and measuring overall workflow within a predetermined specified time frame(s).

Oversite on Statute, Rule, and Procedure Adherence:

• Reviews and provides suggested changes to the Colorado Title and Registration Administrative Manual, procedures, and motor vehicle forms in conjunction with Colorado Revised Statutes, Rule, legislative changes and federal law.

• Reviews and provides suggested changes to improve processes and to positively impact customer service both in quality and quantity.

• Uses critical thinking skills, ability to analyze and solve problems, along with excellent written communication skills to create and develop Standard Operating Procedure (SOP) and process documentation.

Call Center Phone System Specialist:

• Subject matter expert in relation to the state call center phone system and software programs.

• Adds and deletes agents, conforms the agents to the proper queues and security setting, and programs the chat bot and IVR system to enhance the customer experience with the state.

• Verifies the operation of the IVR in the phone system, correcting profiles for the agents in the phone system, and updating chatbot responses for the vehicle services section.

• Programs responses in the AWS phone system, creating and deleting and adding resources to queues within the system.

This is a remote position that is primarily tasked with performing work duties via flex-place (aka telework, work-from-home arrangements) with infrequent on-site visits, including the office at 2829 W Howard Place, Denver, CO 80204.

For more insight into careers at the DMV, watch our video: https://youtu.be/9isQWl9grYc

Qualifications

Residency Requirement: (New)

This posting is only open to residents of the State of Colorado at the time of submitting your application.

Class Code & Classification Description: (New)

G3A5XX

OFFICE MANAGER I

MINIMUM QUALIFICATIONS:

Experience Only:Four (4) years of relevant work in customer experience to include customer facing duties, customer service call center, or other similar work experience.

This must include career progression including experience as a Team Lead, Supervisor, or Manager.

This experience must include experience with office technology tools such as email, customer service tracking software, telephonic software systems, Office 365 and/or Google Suite software.

OR

Education and Experience:
A combination of related education and/or relevant experience in an occupation related to the work assigned as described to equal to four (4) years, including college or university coursework in Business Administration, Public Administration, Information Technology, Communication, or similar fields may substitute for the required experience on a year-for-year basis.

Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed.

Preferred Qualifications:

The preferred candidate will possess the following qualifications:

• Knowledge and experience with the State of Colorado regulations and laws that govern the vehicle titling and registration.

• Proven work experience in a supervisory role to include:

  • Excellent communication, interpersonal, and leadership skills with the ability to communicate effectively across departments.

  • Ability to build trust and create positive work culture

  • Monitoring productivity of a team and providing constructive feedback and coaching.

  • Leading teams and implementing plans to complete projects

  • Maintaining timekeeping and personnel records

• Demonstrated ability to analyze and identify issues, develop creative solutions, and implement efficient and effective programs, processes and procedures.

• Fluency in Microsoft Office Suite (Word, Excel, Access), Gmail and Google Applications, DRIVES, and the ability to quickly learn other software systems. Strong spreadsheet and other data analysis software experience highly preferred

The successful candidate will be a highly organized professional possessing a high degree of accuracy and attention to detail.

This role requires exceptional communication and people skills, including superior verbal, writing, and presentation abilities, excellent interpersonal skills, and strong intercultural competence.

A primary function involves leveraging these skills to accurately interpret and coach others on rules and regulations, ranging from simple to complex.

Additionally, the candidate must demonstrate excellent customer service skills and exercise sensitivity and discretion with respect to confidential matters.

Finally, the ability to effectively multi-task and maintain a tracked workflow is essential for strategically prioritizing immediate tasks over projects that do not yet have a ready solution.

Conditions of Employment with the CDOR:

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.

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

Final candidates must also complete a successful background investigation and reference check prior to appointment. Certain positions based on duties may require scheduled background investigations.

Pursuant to the Universal Driving Standards Policy, 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

Minimum Qualification Screening

A Human Resources Analyst will only review the work experience/job duties sections of the online job application to determine whether you meet the minimum qualifications for the position for which you are applying.

Only complete applications submitted before the closing date of this announcement will be reviewed.

• Cover letters and resumes are encouraged to be attached to applications, however they WILL NOT be accepted in lieu of the official State of Colorado online application. CDOR does not review attachments of any kind during the application process. Part-time work experience will be prorated.

• Applicants must meet the minimum qualifications to continue in the selection process for this position. Do not use "see resume" or "see attached" statements on your application.

• 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.

• Information must be accurate, including dates of employment. If it is found that information provided is falsified, you will not be considered for a job with the State of Colorado and/or may be removed from a job after hire.

• The eligible list established from this posting may be used to fill additional vacancies.

Part of, or all of, the comparative analysis for this position may be a structured application review, which involves a review of the information and attachments you submit in your application materials by Subject Matter Experts (SMEs) against the preferred qualifications.

Email Address:

All correspondence regarding your status in the selection/examination process will be conducted via email.

Please set up your e-mail to accept messages from "state.co.us" and "info@governmentjobs.com" addresses.

It is your responsibility to ensure that your email will accept these notices and/or review your junk mail and spam filtered email.

Appeal Rights:

An applicant who has been removed from an employment list or removed from consideration during the selection process may request a review by the State Personnel Director.

As an applicant directly affected by the results of the selection or comparative analysis process, you may file a written appeal with the State Personnel Director.

Review of the completed, signed and submitted appeal will be timely on the basis of written material submitted by you, using the official appeal form signed by you or your representative.

This form must be completed and delivered to the State Personnel Board by email at dpa_state.personnelboard@state.co.us within ten (10) calendar days from your receipt of notice or acknowledgement of the Department’s action.

For further information on the Board Rules, you can refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov/board-rules.

Additional Information

Equity, Diversity, and Inclusion Compliance

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply.

The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them.

Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

The Colorado Department of Revenue is committed to the full inclusion of all qualified individuals.

As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship.

If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA inbox,dor_ohr@state.co.us.

We are committed to building work environments that are inclusive and reflect our communities and the diverse talents of all people. We strongly encourage candidates from all backgrounds and abilities to apply.

If not applying online, submit application to:

If you are not able to submit an online application, a paper application is available at this link: PDF State Paper Application (Download PDF reader).

Paper applications must be received via email to dor_ohr@state.co.us by the closing date and time of the application period listed on this announcement.

Methods of Appointment:

Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason.

Step Pay Program:

Per the requirements of the Step Pay Program, any former or current State employee must be paid a rate that is equal to or greater than the appropriate step pay rate within their classification's pay range based on completed years in their current class series.