Administrative Assistant III - Hybrid
Administrative Assistant III - Hybrid
Salary
$48,396.00 Annually
Location
Lakewood, CO
Job Type
Full Time
Job Number
TAAA-00810-09.2023
Department
Department of Revenue
Division
Motor Vehicles - Driver Control
Opening Date
09/26/2023
Closing Date
10/4/2023 5:00 PM Mountain
Primary Physical Work Address
1881 Pierce Street, Lakewood, CO 80214
This posting is only open to Colorado residents. - an exemption contingent upon residency waiver
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 benefit package.
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
Division of Motor Vehicles (DMV)
Do you have a passion for coaching & training team members? Enjoy working in a fast paced environment? Here at the Colorado Department of Revenue, our Division of Motor Vehicles has a job opportunity for someone who is passionate about helping guide people in their career paths & setting up their team for success. We want to reach people who want to work with remarkable people all over Colorado.
The Driver Control Section exists to administer motor vehicle statutory requirements affection driver's privilege, 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 government agencies, process requests from the general public and collect appropriate fees.
This section of DMV is seeking an Administrative Assistant III to support and lead the Driver Services call center employees in administrative and customer service functions of the unit, providing information about customer's records taking escalations, and advising and assisting call center agents. Some duties may include but are not limited to:
- Interpretation of employee performance
- Recommendations for performance coaching and action
- Creation of training material
- Direct training of employees
- Coaching and mentoring agents
- Providing chat support
- Conducting quality assurance reviews
- Troubleshooting technical issues
- Maintaining written procedures and records
- Tracking statistics
- Maintains & updates procedures guidelines, standards, and any other form of communication
- Handles escalated calls to customers, researches calls, gives input for probationary and performance reviews, and any disciplinary action
- Monitors queues, balancing resources weekly, daily and hourly between queues based on handle times, resources, and demands
- Participates in the interview process, reviewing candidates, scheduling interviews, sending out and tracking new hire documents, interviewing and selection prospective employees, and arranging training schedules
Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
Must meet one of the following or any combination of experience/education to meet the qualifications:
OPTION 1:
3 years of experience in general clerical, training, or customer service
- General clerical work experience is typically performed by office clerks and/or administrative assistants this includes, but is not limited to tasks such as:
Experience providing exceptional customer service; 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 work responsibilities utilizing equipment and software used in offices (E-Mail, Microsoft Office programs (Word, Excel, PowerPoint), Google Apps, etc.)
Regular, daily work responsibilities utilizing computer systems, 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
OR
OPTION 2:
Associate's Degree in Business, Communications, Management, Marketing, or other applicable major related to the work assignment.
1 years of professional experience in general clerical, training, or customer service.
OR
OPTION 3:
Additional appropriate education will substitute for the required experience on a year-for-year basis.
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 preferred candidate will possess the following qualifications:
- Committed, detail-oriented self starter
- Experience as a supervisor, team lead and/or project lead
- Experience with training staff members
- Experience with performance management and/or coaching staff
- Experience with pulling data and creating reports
- Strong attention to detail
- Prior call center experience, preferably in conjunction with experience in de-escalating customer service situation
- Experience working in a remote workplace and managing workload
- Google Suite proficiency
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:
1. 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.
2. 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.
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:
1) A complete CDOR Application for Announced Vacancy (Submit online using the link in this announcement)
2) A complete Supplemental Questionnaire (Submit online as part of your application)
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.
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.
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.
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.
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.
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)
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 "info@governmentjobs.com" 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.
Supplemental Information
Equity, Diversity, and Inclusion Compliance
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 Colorado Department of Revenue 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, Jacqueline Brown-Tremble at jacqueline.brown-tremble@state.co.us
The State of Colorado is an equal opportunity employer. We are committed to building work environments that are inclusive and reflect our communities and the diverse talents of all people. We strongly encourage candidates from all backgrounds and abilities to apply.
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.
If not applying online, submit application to:
It is recommended that you apply on-line and it is the applicant's responsibility to ensure their application materials include all documents in the applicant checklist and that they are received by the CLOSING DATE and TIME.
Department Contact Information:
Marie Besgrove, HR Specialist
Methods of Appointment:
Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason.
Agency
State of Colorado
Address
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