Hybrid DL Call Center Agent - Hybrid bei State of Colorado, CO

About the Department

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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Position Duties

We are looking for a responsible Administrative Assistant to perform a variety of administrative and clerical tasks within the Division of Motor Vehicles (DMV)'s Driver License Administrative Section. If you possess a strong attention to detail, excellent customer service skills and enjoy working in a team driven environment, this may be the perfect opportunity for you! 

This job is performed in a hybrid environment. During the onboarding and training period, work will be required onsite. After this period, this position will work remote from a home environment 1-2 days a week, reporting to the office 3-4 days a week.

This Driver License Call Center position serves as an Administrative Assistant II and is responsible for duties that include, but are not limited to:

• Scheduling appointments by phone for appropriate appointment type; 
• Determining best appointment types for individuals based on their described need;
• Operating current calendar scheduling systems as provided by Driver License Administration; 
• Qualifying applicants for Colorado Driver License Renewal By Mail and Duplicate Permit or Minor Driver License by needs and eligibility, then processing qualified applicants;
• Communicating with the public by phone and e-mail concerning departmental procedures and policies concerning Renewal By Mail and Duplicate Permit or Minor Driver License;
• Providing information to the public concerning departmental procedures and policies by telephone;
• Researching new policies, procedures, rules, and statutes to be able to provide the most up to date information to Driver License staff and the public in person and over the phone and;
• Assisting in receiving and processing Central Issue credentials in accordance with current policy and procedure. 

The candidate should also have strong telephone customer service skills.

Watch our DMV video: https://youtu.be/9isQWl9grYc

Minimum Qualifications

Residency Requirement:

Class Code & Classification Description:

MINIMUM QUALIFICATIONS:

Experience:
Two (2) years of relevant experience in an occupation related to the work assigned to this position (i.e., administrative assistant, executive assistant, office clerk, customer service, call center, receptionist, or financial clerk).

OR

Education:
Appropriate education in Business Administration, Accounting, Public Administration, Political Science, or similar fields will substitute for the required experience on a year-for-year basis.

Preferred Qualifications:

The preferred candidate will possess the following qualifications:

• Experience interpreting and applying rules and regulations in a regulatory environment 
• Experience in a work environment in which laws, rules, and regulations are put into place
• Customer service experience utilizing conflict resolution techniques
• Customer service experience utilizing problem solving skills 
• Strong written, computer and data entry skills
• Prior work in a high stress environment maintaining a professional attitude
• Prior work collaborating and working on a team

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.

• 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 WILL NOT be accepted in lieu of the official State of Colorado online application. CDOR does not accept 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.

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

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

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 [email protected] within ten (10) calendar days from your receipt of notice or acknowledgement of the Department’s action.

Other Qualifications

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, [email protected].

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 [email protected] 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.