Customer Service Representative - Front Office Cashiering - Bonus Available!.

Department Information

We serve all Colorado residents in their everyday lives. The department is driven by our values of service, teamwork, accountability, integrity, and respect. We support the Colorado community as well as those that work here. We value the contributions of every employee and encourage learning so our employees can grow. We celebrate diversity, and together, support an equitable and inclusive culture. We embrace our differences because we believe this brings innovation to our work.

The Department of Revenue (DOR) employs approximately 1,600 hard-working and dedicated employees throughout Colorado. We can be seen performing functions as varied as auditing and collecting taxes, issuing driver licenses and motor vehicle titles, marketing lottery products, and regulating liquor, gaming, horse racing, marijuana, and the auto industry in order to assist the citizens of our state.

The Department of Revenue offers 11 paid holidays per year, paid vacation and sick leave, BenefitHub program (discounted merchandise, food and travel, etc.) employee wellness program and a great healthcare and retirement benefit package.

Exciting NEW Benefit!

The person hired for this position will receive a $500 bonus at the end of 6 months of employment and another $1000 bonus at their 1 year anniversary!

CDOR Vision

To empower businesses and individuals through quality customer service, innovation and collaboration.

CDOR Mission

To become a trusted partner to every Coloradan to help them navigate the complexities of government so they can thrive.

CDOR Values

Description of Job

The DMV Driver Control Section exists to administer motor vehicle statutory requirements affecting driver's privileges to compile and house motor vehicle related data and documents through data entry, electronic imaging, and filing. To provide copies, reports, and information pertaining to motor vehicle data and documents upon request from law enforcement and governmental agencies. Process requests from the general public and collect appropriate fees. The Front Office Cashiering Unit exists to process all face to face transactions for Driver Control, including reinstatement of driving privileges, processing motor vehicle record (MVR) requests, taking citation payments and updating CDL Medical information.

We're hiring a customer service oriented individual to be a Customer Service Representative in our Driver Control unit! Use your excellent attention to detail to ensure documents are valid and that cash is handled correctly and data is accurate. Your expert customer services skills will aid you in navigating customer issues and questions. If you're ready to contribute to DOR and access all the benefits of a State employee, then this job may be for you!

Primary Duties

Process Requests - Process payments for fees and paid requests received over the counter, analyze, certify and ensure documents are following Colorado Statutes and policies, determine the best approach in regards to customer issues, and review, process and determine documents are complete and accurate.

Cash Handling - Receive and verify payments, record information into the DRIVES system, analyze documents to determine the correct actions, reconcile transactions and payments to the system, and deliver monies to the appropriate people.

Scanning and Imaging Documents- Scan documents, verify scanned documents for accuracy and review for completeness.

This position reports to the Lakewood office.

Minimum Qualifications

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Education And Experience

Two years of experience in a general clerical role and/or cash handling.

General Clerical Work Experience Is Typically Performed By Office Clerks And/or Administrative Assistants This Includes, But Is Not Limited To Tasks Such As

• Typing professional emails, letters, reports, briefings, forms, memoranda, etc.
• Gathering specified information and compiling routine reports.
• Regular, daily work responsibilities utilizing equipment and software used in offices (E-Mail, Microsoft Office programs (Word, Excel, PowerPoint), Google Apps, etc.)
• Auditing, reviewing and comparing data for accuracy and completeness.
• Experience providing exceptional customer service in the call center and/or online; interfacing with a variety of people from many levels within the organization and community.
• Data Entry including: entering information into a program or database (appointments, contact information, customer records).
• Regular, daily work responsibilities utilizing computer systems, scanners, printers, copiers, fax machines and other technologies.

Substitutions

Appropriate education will substitute for the required experience on a year-for-year basis.

Preferred Qualifications

• Proficient written communication skills
• State experience in a regulatory customer service role.
• Experience with cash handling
• Experience in a high volume customer service role
• Experience using Google Suite
• Experience with entering large sets of technical data

DOR Required Skills and Competencies: Competencies required for all DOR positions include good communications skills, interpersonal and people management skills, the ability to multitask, the ability to work with confidential information, the ability to work in high-stress environments, and the demonstrated ability to assist customers.

Conditions Of Employment With The Colorado Department Of Revenue

• 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. All job finalists require successful completion of a background investigation and reference check prior to appointment. Background checks may include national criminal, financial, traffic, civil, education, and/or experience checks or any other checks related to the job assignment. Fingerprint background checks and pre-employment drug testing may also be required for some positions.
• As a condition of employment with the Colorado Department of Revenue, a requirement exists that all personnel timely file all necessary Colorado Individual Income Tax (CIIT) returns and timely pay tax obligations. As such, all employees must undergo a pre-employment evaluation of their tax records/accounts to ensure compliance with this policy.

Applicant Checklist

Only complete applications submitted on or before the closing date for this announcement will be given consideration. Failure to submit all required documents by the closing date of this announcement may result in your application being rejected. For assistance with the application process, please review the following video provided by the Colorado Department of Personnel & Administration "Applying for a Job with the State of Colorado".

Work history must be documented in detail under the experience portion of application-"see resume" will not be accepted.

Complete Applications Must Include The Following Documents

• A complete Supplemental Questionnaire (Submit online as part of your application)
• A complete CDOR Application for Announced Vacancy (Submit online using the link in this announcement)

Minimum Qualifications And Comparative Analysis

Part of, or the entire comparative analysis for this position, may involve a review of the information submitted in the application material, including the answers to the supplemental questions. Therefore, it is paramount that in the experience portion of the application, the applicant describes the extent to which they possess the education, experience, competencies and background as they relate to the duties outlined in the job announcement, as well as the special and/or preferred qualifications.

• Under "Duties," describe clearly the tasks you performed and the nature of your supervisory, technical, or other responsibilities as they relate to the job for which you are applying. Be complete and specific in detailing of duties.
• Failure to include adequate information or follow instructions may affect the applicant's score and/or prevent them from competing in any subsequent measures used to arrive at a top group of applicants.
• Factors to be assessed are those outlined in the requirements, competencies, and preferred qualifications.
• 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.
• Years will be expressed in terms of full-time equivalent service with full-time workload equal to one (1) Full-Time Equivalent (FTE) year. No more than 1.00 FTE year may be credited in any twelve (12) month period. Positions working 40 hours or less per week will be prorated (30 hrs/wk=0.75 FTE=9 mos credit; 20 hrs/wk=0.5 FTE=6 mos credit; 10 hrs/wk=0.25 FTE=3 mos credit)
• 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.

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. Include a working email address on your application; one that is checked often as time sensitive correspondence such as exam information or notification will take place 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.

Appeal Rights

If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination.

Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging.

Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director's Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director's Administrative Procedures are available at www.colorado.gov/spb.

A standard appeal form is available at: https://spb.colorado.gov/ . If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.