CPW Administrative Assistant III / Lead Customer Service Representative (Denver, CO) - State of Colorado : Job Details

Department Information

OPEN TO STATE OF COLORADO RESIDENTS ONLY

Consider joining the dedicated people of the Colorado Department of Natural Resources. It's our mission to manage and conserve Colorado's natural resources for the benefit of people today - and tomorrow. That means we have to balance development with conservation so the state we all love provides similar opportunities for our children and their children.

We invite you to explore our website at to find out more about the work we do to manage Colorado's natural resources for today - and tomorrow.

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.

In addition to offering rewarding, meaningful work, we offer:

* Medical and Dental plans

* Strong, flexible retirement plans including PERA Defined Benefit Plan or PERA Defined Contribution Plan, plus pre-tax 401K and 457 plans

* Paid life insurance

* Short- and long-term disability coverage

* Employee Wellness programs

* Flexible Spending Accounts

* Health Savings Accounts

* 10 paid holidays per year plus generous vacation and sick leave

* Career advancement opportunities throughout the State system

* Some positions may qualify for thePublic Service Loan Forgiveness Program

COLORADO PARKS AND WILDLIFE

Our Mission is 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 Northeast Region of Colorado Parks and Wildlife has 15 State Parks and more than 70 State Wildlife Areas and exists to provide outdoor recreation and wildlife management in the northeast region of Colorado. In addition to oversight of the state parks and wildlife areas, this unit manages regional outreach, education, customer service, and regional specialists managing water, energy and land use development, heavy equipment projects, trails program, capital development, and administration.

Description of Job

The Northeast Region Front Counter Lead Customer Service Representative operates in the capacity of a work lead by overseeing the front counter customer service operations in the Northeast Region Office, training new CSR's (full-time, temporary, or volunteer), delegating tasks to others at the front counter, coordinating/ensuring staff coverage at front counter, and ensuring quality customer service while disseminating accurate technical information about hunting, fishing, enjoying wildlife, state parks, outdoor recreation, and other outdoor opportunities. Acts as the liaison to other work units. Coordinates CWD activities and training. Provides administrative and technical support to other work units as required. Front counter operations include but are not limited to providing a variety of direct information services to the public to foster and build the public's understanding of the state's wildlife, natural resources, state parks, outdoor recreation, and CPW's mission to manage them; interprets CPW laws, regulations, policies, directives, procedures, guidelines, and programs; directly serves the public in person, by phone or electronically; sells CPW products while keeping records of sales, revenues, and inventory; and managing special projects.

Manage Customer Service Operations

Oversee, manage, coordinate, and perform all the front counter customer service operations; determine work processes; set work priorities and standards; assign/delegate work tasks to others at the front counter; forecast financial resource requirements; interview and hire temporary front counter customer service staff alongside supervisor; process seasonal work program paperwork; train front counter customer service staff and other customer service staff throughout the region; coordinate and schedule staff coverage at front counter; direct, implement, and oversee work processes to ensure accurate and accountable actions of front counter customer service staff; manage revenue program to include ordering and inventory control of all CPW licenses, passes, and permits, auditing of sales transactions/voids/inventory/documentation/revenue collected, preparation of revenue deposits, and completing all associated documentation; Oversee and manage customer information brochures, flyers, etc. ordering, inventory and stocking; ensure quality customer service; ensure accurate dissemination of technical information about CPW, hunting, fishing, enjoying wildlife, state parks, outdoor recreation, and other outdoor opportunities; serve as liaison to other work units; serve as technical lead on all customer service related issues and supporting electronic systems; and promote harmony and teamwork.

Information Dissemination to CPW Staff and the Public

Interprets, clarifies, and/or explains CPW statutes, regulations, policies, directives, procedures, rules, guidelines, mission, programs, and/or staff actions for the public and staff; researches statutes, regulations, policies, directives, procedures, rules, guidelines, books, manuals, maps, and/or other sources to provide appropriate, accurate, and up-to-date information, answers, recommendations, explanations, and/or remedies to the CSR staff and to the public; actively listens and uses appropriate questioning to assess customer or staff wants or needs and provides answers to questions from the public or staff; resolves problems, issues, and/or complaints from the public that call or come in to minimize additional calls to other staff; actively listens to public and staff problems, issues, or complaints to assess their needs and determines whether other staff involvement is required or provides answers, resolution, or suggests appropriate course of action; performs mandatory animal harvest check while remaining alert for detection of possible violations; represents CPW through excellent customer service and proper communication of accurate information to build constituent support and understanding of CPW and its mission.

License, permit, and Pass Sales and Information.

Sells CPW products; assesses customer product needs, determines appropriate CPW product type (license, permit, registration, pass, etc), and implements established processes necessary to meet customer's product needs; accurately completes and accounts for all products and associated documentation; investigates and performs appropriate product changes, replacements, and exchanges when determined to be legal; determines compliance with hunter safety requirements and reissues lost, missing, or damaged hunter safety cards; utilizes electronic systems to fulfill CPW customer product needs; handles cash and credit card sales; updates customer information in database and reports any duplicate records to Denver; schedules hunter education and other events in the hunter education building; assists hunter safety instructors in getting materials ready for safety courses; assists regional staff with public meetings/special projects/activities/events; assists regional staff by providing general office/clerical support; communicates information and dispatches field staff via phone or two-way radio. Trains all new CSR staff in the above duties.

Manage Front Desk Budget

Manage a budget for the front desk including managing purchases, completing required paperwork and forms depending on the amount of the purchase, and tracking purchases within the budget. This includes general maintenance for the NE Region Office and the Front Desk/CWD/mandatory check facilities (coolers, freezers, and separate CWD/mandatory check office).

Other duties as assigned.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Minimum Qualifications

Three years of experience in administration or customer service in an office environment in an occupational field related to the work assigned to the position.

Substitutions

* Appropriate education in accounting, business, wildlife management, biology, agriculture, or related field of study will substitute for the required experience on a year-for-year basis.

Preferred Qualifications

* Relevant hunting and fishing experience and knowledge of the corresponding Colorado regulations.

* Current or former Colorado Parks & Wildlife work or volunteer experience is considered.

* Current or former State experience relevant to this position.

* Excellent customer service skills, problem-solving abilities, and critical thinking.

* Demonstrates initiative and self-motivation.

* Keen attention to detail.

* Exceptional organizational, written communication, and public speaking skills.

* Ability to work well independently as well as in/with a team.

* Proficiency in the use of Google email, Google Docs, Zoom/Google Meet, . Knowledgeable in Word, Excel, and Adobe programs.

* Leadership experience or experience leading teams.

Conditions of Employment:

* Colorado residency is required at the time of application.

* Must possess and maintain a valid state of Colorado driver's license if operating a State vehicle.

* Pre-employment background check required

* 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).

APPEAL RIGHTS:

It is recommended that you contact the Human Resources Specialist listed below to resolve issues related to your possession of minimum qualifications. However, 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.

An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email ([email protected]), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed (303.###.####) within ten (10) calendar days from your receipt of notice or acknowledgement of the department's action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go tospb.colorado.gov; contact the State Personnel Board for assistance at (303) ###-####; or 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, atspb.colorado.govunder Rules.

Supplemental Information

The Assessment Process

* 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 arenotconsidered 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.

Equity, Diversity, and Inclusion

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 Department of Natural Resources 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 Coordinator, at [email protected]

ADAAA Accommodations

Any person with a disability as defined by the ADA Amendments Act of 2008 (ADAAA) may be provided a reasonable accommodation upon request to enable the person to complete an employment assessment. To request accommodation, please contact our Benefits Specialist at [email protected] at least five business days before the date that any accommodation will be required to allow us to evaluate your request and prepare for the accommodation. You may be asked to provide additional information, including medical documentation, regarding functional limitations and type of accommodation needed. Please ensure that you have this information available well in advance of the assessment date.

E-Verify

DNR uses e-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.

Toll-Free Applicant Support - Technical Help

If you experience technical difficulty with the NEOGOV system (e.g. uploading or attaching documents to your online application) call NEOGOV at 855-###-####, Mon-Fri between 6 am and 6 pm (Pacific Time). The Human Resources Office will be unable to assist with technical issues.