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Customer Support (Hybrid)

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Customer Support (Hybrid)

Salary

$41,016.00 - $48,000.00 Annually

Location

Denver Metro, CO

Job Type

Full Time

Job Number

4/16/41/70/116_Cust Spprt_5.25

Department

Department of State

Division

Business & Licensing Division

Opening Date

05/13/2025

Closing Date

Continuous

FLSA

Determined by Position

Type of Announcement

This position is open only to Colorado state residents.

Primary Physical Work Address

1700 Broadway St, Denver, CO 80290, USA

FLSA Status

Non-Exempt; position is eligible for overtime compensation.

Department Contact Information

[email protected]

Salary Note

Although the full salary range for this position is provided, appointments are typically made at or near the range minimum.

How To Apply

Please submit an online application for this position at https://www.governmentjobs.com/careers/colorado. Reach out to the Department Contact to apply using a paper application, including any supplemental questions. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed.

+ Description

+ Benefits

+ Questions

Department Information

Colorado Department of State

THIS ANNOUNCEMENT MAY BE USED TO FILL MULTIPLE POSITIONS AND WILL REMAIN OPEN AS NEEDED UNTIL AN ADEQUATE POOL OF QUALIFIED APPLICANTS IS OBTAINED. POSITIONS MAY BE FILLED USING THIS POSTING BEFORE THE POSTING CLOSES. THIS ANNOUNCEMENT IS ONLY OPEN TO RESIDENTS OF THE STATE OF COLORADO AT THE TIME OF SUBMITTING YOUR APPLICATION.

SERVICE. INNOVATION. INTEGRITY. EXCELLENCE. INCLUSION.

Are you looking for a career that allows you to improve your world and the world around you? The Colorado Department of State (CDOS) is seeking diverse individuals from all backgrounds to apply for a position that makes a direct impact on enhancing the lives of Coloradans.

If your goal is to build a career that makes a difference through the work you do each day, consider joining the dedicated employees of the Colorado Department of State. Whether working from your home or collaborating onsite, your professional experience will be connected and meaningful. Our office offers an RTD Eco-pass (currently free of charge), a secure bike room accessible only to building tenants, and is conveniently located near Civic Center Station, RTD light-rail lines, and the 16th Street Mall. In addition to a great location and fulfilling, impactful work, we offer:

+ Employee wellness programs and an on-site fitness center

+ 12 paid holidays per year plus generous personal time off and sick leave

+ Access to a diverse array of technical, leadership and supervisory training opportunities

+ Strong, yet flexible retirement benefits including a choice of the PERA Defined Benefit Plan or the PERA Defined Contribution Plan, plus optional 401K and 457 plans

+ Medical and dental health plans

+ Paid life insurance

+ Automatic short-term (and optional long-term) disability coverage

+ Excellent work-life balance through flex schedules, flexplace/remote work, and ad-hoc arrangements

Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, go to:https://studentaid.gov/manage-loans/forgiveness-cancellation

Our Culture & Environment:

Coloradans come from all walks of life and so do we.

Who We Are

Our mission is to make government easy and accessible for people to further democracy, support economic opportunity for all Coloradans, and demonstrate a standard of integrity and excellence. Our vision is to ensure all Coloradans have a voice in our future, help Coloradans and their businesses thrive, and be the best at what we do.

What We Believe

The State of Colorado is an Equal Opportunity Employer. At the Colorado Department of State, we are dedicated to equity, diversity, and inclusion. We are committed to building work environments that are inclusive and reflect our communities and the diverse talents of all people. We highly encourage people from all backgrounds, identities, and abilities to apply.

Our agency website:Colorado Secretary of State's Office (https://www.coloradosos.gov/)

Description of Job

The Business & Licensing Division

The Business & Licensing Division receives filings such as business and nonprofit registrations, trade names, secured liens, notary public applications, and bingo and raffle reports. Additionally, the Business & Licensing Division licenses durable medical equipment providers, promotes availability of government data, and makes performing rights society information accessible. Most filings are submitted electronically, and the Department disseminates this information to the public through its website.

Operations Unit

This Operations work unit is responsible for first line contact with clients and customers of the Department of State. This unit manages the incoming flow of data and documents from the public into the data processing systems. Employees must review, reject, or except for filing, and retrieve the legal documentation for business entities, trade names, trademarks, Federal tax liens, notaries public, authentications, durable medical equipment, and elections.

Illustration of key job duties

In this role, you will be a valued member of the Customer Support Services Team. You will train to meet the needs of the public and provide end user support for all of the services that can be obtained through the Business & Licensing Division. You will cross train to work in any area of the Business & Licensing Division.

The ideal candidate will be a critical and creative thinker with strong problem-solving skills. To succeed in this role, it is important that you have outstanding written, verbal, and interpersonal skills, and are committed to advancing a diverse and inclusive perspective while providing excellent customer service.

In this role you will:

+ train to meet the needs of the public and provide end user support for all of the varied and numerous services that can be obtained through the Business & Licensing Division.

+ cross train to work in any area that is short staffed, including the Walk-in Customer Support, Service Center, Authentications, and Administrative Rules work units, and will expand further into other work units in the Business and Licensing Division.

+ learn to perform other duties as needed, such as reviewing and recommending changes to online FAQs and other website content and participating in user acceptance testing.

+ maintain confidentiality of all confidential and personal identifying information, personnel information, and any other confidential or proprietary information, as well as comply with all State and Department policies regarding professional conduct and professional practices.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Minimum Qualifications

This position requires a total of1 yearin applicable professional experience and/or education in a field of study related to the work. To be considered for this position, your application must clearly demonstrate that you meetone of the following optionsoutlined below:

OPTION 1- Experience

One year of professional experience to include a combination of administrative business functions (e.g., data entry, electronic filing, basic bookkeeping) and providing support to customers in an office or call center environment.

OR

OPTION 2- Education* and Experience Combined

A combination of experience as defined inOption 1and/or education from an accredited college, university, or non-correspondence business school in a field of study related to the work to equal one year.

*An unofficial copy of transcripts must be submitted at the time of the application(you may redact information that identifies age, date of birth, or dates of attendance at or graduation from an educational institution).

Preferred Qualifications and Required Competencies

The exceptional candidate will possess these identified knowledge, skills, abilities:

+ Preference will be given to candidates with previous State Service related to the work assigned to the position

+ Experience with filing and data entry

+ Experience assisting customers using the internet and business applications

+ Microsoft Office Suite skills (Word, Excel, and Outlook)

+ Ability to work independently and as part of a team

+ De-escalation experience

+ Ability to maintain professionalism and diplomacy when interacting with a variety of stakeholders

+ Able to resolve customer complaints or answer customers' questions regarding policies and procedures

+ The ability to maintain confidentiality of all sensitive and personal identifying information

Required competencies to include: Excellent customer service skills • Excellent communication skills – written and verbal • Problem solving skills • Active listening skills • Accountability • Computer/Microsoft Office skills • Ability to process information and apply knowledge • Ability to work independently and on a team • Interpersonal skills • Ability to prioritize • Attention to detail • Committed to advancing a diverse and inclusive perspective

If you do possess any of the above qualifications, please specifically include the details on your application, as this information will be used to assess your qualifications and may be used to determine a top group of applicants.

Conditions of Employment

+ This position will be required to successfully pass a background check.

+ Position may be required to travel minimally for professional development opportunities, to assist with off-site trainings, or as requested by supervisor to assist with other duties for unit.

+ Must be a Colorado resident at the time of application.

Completing the Application

Applications will be reviewed by a Human Resources Specialist to determine if you meet the minimum qualifications for the position. Your application should specifically address your specialized experience, work products, accomplishments, etc. as they relate to the position duties and minimum and preferred qualifications.

+ The minimum qualifications listed in the announcement are NOT optional.

+ Cover letters and resumes will NOT be accepted in lieu of the official State of Colorado application form.

+ Cover letters and resumes may be attached to the application as supplemental information.

If it is determined that you meet the minimum qualifications, your application may also be used as part of the comparative analysis process to identify a top group for further consideration. The comparative analysis may consist of application reviews, answers to supplemental questions, review of submitted work samples, phone screens, structured interviews, and any other method determined to be valuable in identifying the right candidate.

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.

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, atspb.colorado.gov/board-rules.

Supplemental Information

Notifications

All correspondence regarding your status in the selection/evaluation process will be via email. Include your current working email address on your application and check your email frequently as you could receive time sensitive correspondence regarding this position. We highly recommend that you set up your email to accept messages from “coloradosos.gov” [email protected]. It’s your responsibility to ensure that your email will accept these notices and review your junk mail and spam filtered email.

Equal Pay for Equal Work

A wide salary range is posted for this position and any job offer is based upon a salary analysis to comply with the Colorado Equal Pay for Equal Work Act. The salary analysis considers relevant experience, education, certifications, and state seniority as compared to others doing substantially similar work. While all offers are compliant with the Colorado Equal Pay for Equal Work Act, there is no guarantee an offer will be at the top of the posted range based on the salary analysis.

ADAAA Accommodations and Equal Opportunity Employment

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 State 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, Laura Darby, at [email protected] or call (303) 894-2200 ext. 6113.

E-Verify

The Department of State participates in E-Verify in accordance with the program’s Right to Work for all newly-hired employees. Employees are queried through the electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to verify identity and employment eligibility. You may complete section 1 of the I-9 form upon your acceptance of a job offer letter, but no later than your first day of employment and in addition, on your first day, but no later than the third day, you will be required to submit original documents to verify your eligibility to work in the U.S. Learn more about E-Verify, including your rights and responsibilities at http://dhs.gov/e-verify .

The State of Colorado offers permanent employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: www.colorado.gov/pacific/dhr/benefits

Please note that each agency's contact information is different; therefore, we encourage all applicants to view the full, official job announcement which includes contact information and class title. Select the job you wish to view, then click on the "Print" icon.

01

Give an example where you did not meet a customer's expectations. What happened and how did you attempt to fix the situation?

02

How do you handle situations where you encounter unexpected challenges that prevent you from meeting your goals or commitments? How do you communicate this to your team or colleagues, and can you share a specific example?

03

Describe your professional experience in a customer facing contact center office environment handling customer problems, inquiries, and complaints.

04

Applications for State of Colorado classified positions must be current residents of Colorado. Are you a current resident of the State of Colorado, and can you provide proof of residency?

+ Yes

+ No

05

Have you attached an unofficial transcript if using education to substitute for some or all of the experience requirement?

+ Yes

+ No

06

Do you acknowledge that failing to complete the application or provide required documents will result in your application not being considered?

+ Yes

+ No

Required Question

Employer

State of Colorado

Address

See the full announcement by clicking

the "Printer" icon located above the job title

Location varies by announcement, Colorado, --

Website

https://careers.colorado.gov/

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