VSP Customer Service Rep - Remote

Job Title

Contact Center Representative

Job Description

This position is in the Vehicle Services Program of the Division of Motor Vehicles. This program exists to ensure the issuance of legal, negotiable certificates of title to protect the public when purchasing motor vehicles, through the examination of title applications. Program staff communicates with the public through email and the contact center. Additionally, this program provides guidance and training to the state's authorized agents.

We're hiring a customer service-oriented individual to be our Contact Center Representative in our Vehicle Services unit! Use your excellent attention to detail and data entry experience when handling customer account information in our computer systems. Your excellent customer service skills will ensure our Colorado residents are taken care of and informed. Your ability to handle a large volume of calls will meet customers' needs avoiding lengthy wait times. If you're ready to contribute to CDOR and enjoy the benefits of being a State employee, then this job may be for you!

Primary Duties:

• Offers knowledge and guidance to counties and the general public with title and registration questions via phone, online chat or written communication.
• Analyzes and evaluates application documents for compliance with Colorado Revised Statutes, federal law, Colorado Code of Regulations and administrative procedures.
• Ensures proper processing and modifying of applications and issuance of titles.
• Informs and advises government agencies, dealers and the general public of the requirements to apply for a Colorado Title, including motor vehicle record searches and other duties as assigned.
• Provide callers with guidance related to website questions and technical support
• This position works with a team of Contact Center Representatives.

Remote work information:

• This position is designated as remote but may be required to work from a department office building location based on business needs.
• Employees are responsible to provide and maintain a home office or other suitable remote work location as well as Internet and a secure Wi-Fi connection.
• All performance expectations, productivity, and policy adherence requirements apply to remote work from home in the same manner as those assigned to an office.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Residency Requirement:

This posting is only open to residents of the State of Colorado at the time of submitting your application.

Class Code & Classification Description:

G3A3XX - ADMINISTRATIVE ASSISTANT II

MINIMUM QUALIFICATIONS:

Experience Only: Two (2) years of relevant experience in Customer Service and/or Contact Center or Call Center work experience.

Customer Service work experience includes, but is not limited to tasks such as:

• Experience providing exceptional customer service in a contact center and/or online; interfacing with a variety of people from many levels within an organization and community.
• Data Entry including entering information into a program or database (appointments, contact information, customer records)
• Regular, daily work responsibilities utilizing software including but not limited to E-Mail, Microsoft Office and Google Suite programs.
• Regular, daily work responsibilities utilizing computer systems such as scanners, printers, copiers, fax machines and other technologies
• Typing professional emails, letters, reports, briefings, forms, memoranda, etc.
• Reviewing and comparing data for accuracy and completeness. Gathering specified information and compiling routine reports

To be considered for this position, your customer service and/or contact center experience must be documented on your application. (Part-time experience will be pro-rated.)

OR

Education and Experience:

A combination of related education in Business Administration, Accounting, Public Administration, Political Science, Communications, or similar field and/or relevant experience in Customer Service and/or Contact Center work experience or similar field equal to two (2) years.

Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed.

NOTE: If submitting a transcript, certification or other relevant materials, candidates may redact information that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution.

Preferred Qualifications :

The ideal candidate will possess the following skills:

• State experience in a regulatory customer service role
• Written and verbal communications skills
• Excellent Customer service skills
• Strong analytical skills
• Well-Developed organization & time management skills
• High Level of accuracy and attention to detail
• Experience working on a team
• Familiarity or experience with Google Suite
• Contact Center experience
• Prior experience and comfortability working and training in a remote setting

Conditions of Employment with the CDOR :

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.

As a condition of employment with the CDOR, all personnel must file all necessary Colorado Individual Income Tax (CIIT) returns and pay tax obligations, therefore all employees must undergo a pre-employment evaluation of their tax records/accounts to ensure compliance with this policy. Final candidates must also complete a successful background investigation and reference check prior to appointment. Certain positions based on duties may require scheduled background investigations .

Pursuant to the Universal Driving Standards Policy (Download PDF reader), 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

Minimum Qualification Screening

A Human Resources Analyst will only review the work experience/job duties sections of the online job application, to determine whether you meet the minimum qualifications for the position for which you are applying. Only complete applications submitted before the closing date of this announcement will be reviewed.

• Applicants must meet the minimum qualifications to continue in the selection process for this position. Do not use "see resume" or "see attached" statements on your application.

• Cover letters and resumes will not be accepted in lieu of the official State of Colorado online application. Part-time work experience will be prorated.

• Recommended attachments: Resume, Cover letter (Optional if Manager is requesting them)

• 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.

• 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.

• 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. Please set up your e-mail to accept messages from "state.co.us" and "View email address on click.appcast.io" 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

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