ADMINISTRATIVE ASSISTANT II - DORA Hybrid

Department Information

Hybrid Workplace Arrangement:

Although this position will be designated under the department’s hybrid workplace program, it will still be required to report to the department office on a scheduled basis and at the discretion of the supervisor, based on business needs.

This announcement may be used to fill multiple vacancies.

The Department of Regulatory Agencies (DORA) is dedicated to preserving the integrity of the marketplace and is committed to promoting a fair and competitive business environment in Colorado.

Consumer protection is our mission.

DORA values and promotes diversity, supporting a workplace that is inclusive of people from different backgrounds and experiences; creating an environment that is reflective of our communities; promoting positive relationships; and putting forth unique perspectives to fulfill our mission.

• Employer-sponsored RTD EcoPass, with offices located at Civic Center Plaza, above the RTD Civic Center station and just a few blocks from RTD light rail.

• Extensive work-life programs such as flexible schedules, training and professional development opportunities on a wide variety of subjects, and more!

• Employee wellness programs, including the Colorado State Employee Assistance Program (CSEAP), which provides free, confidential counseling services.

• Bike-to-work programs, including access to storage lockers and bike racks.

• 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 Insurance for employees and optional coverage for their dependents.

• Life Insurance for employees, and optional coverage for their dependents.

• Paid Time Off, including 11 paid holidays.

• Short- and long-term disability coverage.

• Tuition assistance program.

Check out our excellent benefits package!

Description of Job

Position: Various

Duties:

These positions provide general administrative office support and services for various divisions, licensing boards, and programs in the department.



Call Center/Customer Care Representative Job Duties

• Efficiently handle a large volume of incoming calls from customers on a daily basis. Assisting customers with their requests and routing them to appropriate staff members if additional assistance is needed;
• Respond to customer inquiries via email on a daily basis;
• Occasionally assist walk-in customers at our front desk reception area;
• Process large amounts of incoming mail. Route mail to appropriate areas of the division to be processed by other personnel;
• Multi-task while taking phone calls to work on other assignments;
• Log check payments and separate based on types of applications that are received;
• Assist in processing manual renewal packets for customers;
• Assist with credentialing applications received via the mail and online.

General duties may include, but are not limited to: providing front line call center support to the public and licensees in a friendly and professional manner; managing incoming telephone calls, determining the nature of the calls, and utilizing a variety of databases and other resources to provide information and accurately refer calls to the appropriate personnel; accurate and timely processing and completion of documents; scheduling meetings; maintaining records; filing; typing and drafting correspondence; gathering, coding, computing, entering, verifying, and reporting data and information; processing mail and faxes; sorting, weighing, picking up and delivering materials; ordering, issuing and inventorying items; issuing documents; collection, balancing, and depositing funds. Additional duties may include the operation of office equipment such as switchboard telephone systems, copiers, facsimile machines, typewriters, personal computers, sorters, printers, and meters.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

MINIMUM QUALIFICATIONS (MQs):

There are two ways to qualify for this position: 1) Experience OR 2) Education



Option 1: Experience:
Two (2) years of full-time professional* general clerical experience in an office environment, which must include all of the following:

• Experience working according to detailed policies, procedures, and deadlines;
• Experience managing calls and responding to difficult customers with tact and diplomacy;
• Experience utilizing general PC software applications, including Microsoft Office (Word, Excel, etc.), Google docs, Google sheets, etc.

Note: Preferred experience will be within the last 5 years.



Option 2: Education

• Associate’s Degree: Graduation from an accredited college or university with an associate's degree in business administration, general management, communication, or in a field of study related to the work assignment;

OR

• College, university, or non-correspondence business school coursework from an accredited institution in business administration, general management, communication, or a field of study related to the work assignment may substitute for the experience on a year-for-year basis (up to two (2) years). A copy of your transcript verifying the required credits must be received by the application deadline in order to be considered.

Describe this experience in your application IN DETAIL , as your experience will not be inferred or assumed. Part-time experience will be prorated. Incomplete applications, resumes, or "see résumé," "see attachment," or "see addendum" statements will not be accepted in lieu of a completed application form.

SUBSTITUTIONS:

• Partial credit toward the degree requirement will be given for completed college/university coursework that did not result in a degree. A master's or doctorate degree from an accredited college or university in a field of study related to the work assignment will substitute for the bachelor's degree requirement.

Preferred Qualifications:

• Previous administrative support and/or reception experience in the public sector and/or in a State government agency;
• Qualifying clerical experience within the last 5 years;
• Experience in a high-volume, fast-paced customer service call center, primarily responding to customer service contacts via telephone and email;
• Experience updating and utilizing databases;
• Experience providing support to executive-level management;
• Fluent in Spanish (speak, read, write).

Note: Certain positions may have special necessary requirements, required competencies, or conditions of employment.

Required Competencies: The following knowledge, skills, abilities, and personal characteristics are required competencies and may be considered during the selection process (including examination and/or interview):

• Demonstrated written communication skills, including the ability to convey information to various stakeholders in a clear, accurate, and concise written manner;
• Demonstrated verbal communication skills, including the ability to effectively convey information to audiences in a concise manner;
• Demonstrated attention to detail;
• Sound judgment and the confidence to make decisions on a routine basis;
• Demonstrated critical thinking and analytical skills, including having the ability to evaluate information in order to apply knowledge and to decide on the most appropriate course of action;
• Dependability and Reliability: Regular and consistent work attendance is pivotal, as this position serves a critical role in the business of the division;
• Ability to travel independently, including work in the office, as required by business needs and scheduled by the supervisor;
• Integrity and high ethical standards;
• Ability to maintain confidential, controversial, or sensitive information;
• Self-motivated and self-starter, including the ability to work independently, learn new processes, utilize own knowledge and that of supervisor, and complete work with minimal supervision;
• Demonstrated prioritization skills, including planning, organizing tasks, and managing work assignments;
• Demonstrated time management skills, including the ability to multi-task to effectively manage competing and constantly changing priorities in order to meet tight deadlines;
• Flexibility and adaptability, regarding change management, including the ability to adhere to changes in work processes, adapt to changing work environments, and maintain a willingness to comply with, and support organizational change(s);
• Demonstrated ability to understand and abide by workplace principles, practices, and behaviors as internally identified and defined by the division and department;
• Demonstrated ability to read, understand, interpret, apply, and explain laws, rules, policies, and procedures;
• Interpersonal skills, including the ability to collaborate with various stakeholders;
• Customer service, including the ability to diplomatically interact with difficult customers, build relationships, and maintain communication with stakeholders;
• Ability to accept and apply constructive criticism, and take ownership of mistakes, and improve from them;
• Openness and willingness to perform job functions, as assigned;
• Demonstrated ability to accept direction, take feedback, and implement guidance;
• Demonstrated professional demeanor;
• Proficiency in the use of PC software applications, including Microsoft Office (i.e. Excel and Word);
• Proficiency in the use of Google Suite, including Google Mail, Google Calendar, Google Meets, Google Docs, Slides, Sheets, and Google Drive.

Co nditions of Employment: Candidates who fail to meet the conditions of employment will be removed from consideration.

• The successful passing of a reference check and/or, if required, a background check.
  • A reference check may include but is not limited to: contacting previous and current supervisors to verify employment and discuss performance, a review of the personnel file, a review of the performance record, a review of job-related public information, etc.
  • The type of background check depends on the job duties of the position, and can include a review of any criminal record, credit report, and/or driving record.
• Ability to travel independently, including work in-office, as required by business need and scheduled by the supervisor.

Supplemental Information

PLEASE READ - Required Application Materials

Interested individuals must submit the following online:

1. A completed State of Colorado Application (log-in to your current NeoGov account or create a NeoGov account to complete the online application). Note: Incomplete applications, including incomplete work history sections or "see résumé," "see attachment," or "see addendum" statements, will not be accepted in lieu of a completed application form.

2. A current email address on your application, as all communication pertaining to this position will be conducted via email. Please set up your email to accept messages from View email address on jobs.institutedata.com and ‘@state.co.us’ addresses, and check your email often. Note: The department cannot guarantee the successful delivery of email, including incorrect filtering into junk mail folders.

3. A detailed cover letter , explaining how you meet the required competencies and how your accomplishments, qualifications, skills, areas of expertise, personal characteristics, etc. make you a good fit for this position; you may also attach additional documents that demonstrate this.

Comparative Analysis Process: Structured Application Review

Part of, if not the entire, comparative analysis process for this position will involve a review of the information you submit in your application materials; Therefore, it is paramount that in the experience portion of your application and cover letter, you describe the extent to which you possess the education, experience, and competencies outlined in the job announcement as well as the required and/or preferred qualifications/competencies. You are also encouraged to attach additional documents to that effect. Failure to include adequate information or follow instructions may affect your score and prevent you from competing in subsequent measures used to arrive at a top group of applicants.

Part of the comparative analysis process and/or the interview process may be conducted through remote video conferencing (i.e. Google Meet, Zoom, etc.)

Veterans’ Preference: Candidates who wish to assert Veterans’ Preference should attach a copy of their DD214 to their application. Failure to do so will result in being denied Veterans Preference.

PLEASE NOTE: Former State Personnel System employees who were disciplinarily terminated or resigned in lieu of termination must disclose this information on the application. Colorado Revised Statutes require that all state employees be hired and promoted through competitive examination of merit and fitness. Failure to include the required information, failure to follow instructions, and/or failure to submit materials by the application deadline may result in your application not being considered for the position and may affect your score or inclusion in the final pool of qualified candidates.

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.

ADAAA Accommodations : DORA 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 View email address on jobs.institutedata.com.

Check out our excellent benefits package!

THIS ANNOUNCEMENT MAY BE USED TO FILL MULTIPLE VACANCIES

While a salary range is posted for this position, an eventual salary offer is determined by a comprehensive salary analysis, which considers multiple factors, including but not limited to education and experience compared to others in the organization doing substantially similar work.

Appeal Right s:

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, US Mail, faxed or hand-delivered within ten (10) calendar days from your receipt of notice or acknowledgment 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 to spb.colorado.gov 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, at spb.colorado.gov under Rules.