CPW Customer Service Representative Administrative Assistant II - Northeast Region - Denver, CO

Job Title

The primary purpose of this position is to provide customer service to CPW customers walk in, call in, and by email; including sales of wildlife and state park products, maintenance of customer records, providing information through direct communication and with brochures, bulletin boards, and other information products.

Job Description

Provide Service, Sales, and Information to CPW Customers

• Sell products and provide information to customers walk in, call in, and by email; including sales of wildlife products (hunting and fishing licenses, refund and duplicate licenses and hunter education cards), parks products (parks passes, OHV permits, snowmobile and boat registrations); and maintenance of customer records in database (name and address changes, hunter education verification, and other documentation as needed), maintains and updates information bulletin boards, seasonal handouts/reports/forms, and informational packets, answering questions about wildlife or parks; issue road kill permits; issue night hunting permits; and perform some mandatory animal checks and wildlife euthanization.
• Position accepts payment, including license, stamp, permit, and pass fees, citations, and runs a cash register.
• The position answers phones and talks with customers about hunting, fishing, state parks, license and permit products, wildlife and wildlife regulations, prevention of conflict with and living with wildlife and associated report forms.
• The position assists with event planning for large scale customer service operations such as leftover license day.

Provide Internal Customer Service and Administrative

• The position provides internal customer service such as dispatching of calls requiring responses to field officers, updating front desk office signs and bulletin boards on a regular basis, ordering bulletin boards supplies and making appropriate signage for the lobby; maintenance of animal seals log, mandatory checks boxes for the CWD Technicians; stocking of required supplies for mandatory animal checks; scheduling for various meetings/classes; inputs information into various databases for supervisor review; managing and ordering merchandise when needed; creating, printing, and organizing customer information packets; organizes and issues road kill permit books to various NE Region offices and appropriately logs how the booklets are distributed; other administrative duties that may arise.

Other duties as assigned

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Experience Only:

• Two (2) years of relevant experience in Accounting, Finance, Program or project management, Administrative Assistant, Front Desk, Call center, office environment, project management, handling of money, project management, customer service (internal or external) or experience related to the work assigned to this position.

OR

• A combination of related education in Natural Resources, Wildlife Management, Biology, Aquatic Biology/Fishery Science/Aquaculture/Fishery Management, Economics, Public Administration, Communications, Public Engagement/volunteer management, Education, Business, Program Management/Project Management, Computer Science, Applied Computing, Computer Engineering, IT, Accounting, Finance and/or relevant experience in Accounting, Finance, Program or project management, Administrative Assistant, Front Desk, Call center, office environment, project management, handling of money, project management, customer service (internal or external) or experience related to the work assigned to this position equal to two (2) years.

Class Code: Administrative Assistant

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.
• 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.

Required Competencies

• Excellent customer service skills, problem-solving abilities, and critical thinking.
• Organizational and time management skills.
• Strong level of written and oral communication skills.
• Strong multi tasking skills.
• Proficiency in Microsoft Word, Excel, Google suite.
• Experience processing applications and/or analyzing documents for completeness, correctness, and/or compliance.
• Experience managing calls and/or responding to difficult customers with tact and diplomacy.
• Experience working according to detailed policies, procedures, and deadlines.

Conditions of Employment

• State of Colorado residency is required at the time of application.
• Background Check required. Criminal History (handles cash/firearms) and Driving Record (drives state vehicles)
• May handle firearms/ammunition in association with hunter education or purchase ammunition for staff.
• Must have the ability to work a flexible schedule. Committee meetings may be held during the day or evening hours.
• 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).
• Required to travel throughout assigned area. Depending on meeting schedules, may be required to stay overnight. Travel in adverse weather and road conditions may be possible. Single and overnight travel throughout the state at times is required to attend staff meetings/trainings, drive vehicle to shop, or obtain equipment not available through delivery.
• Pursuant to the DNR-120 Fleet and Driving Standards Administrative Directive, 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

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 are considered as part of initial reviews, therefore, it is important to attach Cover Letters and Resumes.
• 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.
• This posting may fill multiple vacancies.

The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness. The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities. We are committed to increasing a "Colorado for ALL" of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of all backgrounds and abilities. The State of Colorado believes that a "Colorado for ALL" drives 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.