Driver Services Call Center Agent
Driver Services Call Center Agent
Salary
$18.23 - $21.88 Hourly
Location
Lakewood, CO
Job Type
Part Time
Job Number
TAA-03566-11.2023
Department
Department of Revenue
Division
Motor Vehicles - Driver Control
Opening Date
11/15/2023
Closing Date
11/27/2023 5:00 PM Mountain
FLSA
Determined by Position
Primary Physical Work Address
1881 Pierce St, Lakewood, CO 80214
Hiring Pay Rate
Although a range is given, the typical starting pay for this position is $18.25/hour.
FLSA Status
Non-Exempt; position is eligible for overtime compensation.
Department Information
The mission of the Colorado Department of Revenue (CDOR) is to become a trusted partner to every Coloradan to help them navigate the complexities of government so they can thrive. We are driven by our values of service, teamwork, accountability, integrity, and respect.
The vision of the department is to empower businesses and individuals through quality customer service, innovation, and collaboration. We celebrate diversity and support an equitable and inclusive culture. We embrace our differences because we believe this brings innovation to our work. For more exciting information about the Department of Revenue, please enjoy this brief video!
Helpful tips for applying:
Applying for a Job with the State of Colorado.
Exciting NEW Benefit!
The person hired for this position may receive a $500 bonus at the end of 6 months of employment and another $1000 bonus at their 1 year anniversary!
Description of Job
The Driver Control Section of the Division of Motor Vehicles exists to administer motor vehicle statutory requirements affecting 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 governmental agencies and process requests from the general public and collet appropriate fees.
We're looking for a great communicator with experience in high volume customer service to be our Call Center Representative in our Driver Control Unit! Use your interpersonal skills to handle demanding and complex customer interactions on a call center line. Your ability to communicate and manage your work will contribute to the success of your client interactions and ensuring the residents of Colorado are taken care of. If you're ready to enhance the lives of Coloradoans and enjoy the benefits as a State employee, then this job may be for you!
Primary Duties:
Provide customer service in a high volume call center environment via telephone to external stakeholders and customers;
Transcription and data entry into database and spreadsheets;
Translate and clarify Colorado Motor Vehicle statutes, department administrative procedures, and policy to customers;
Determine the effect of statutory law on a driving record and use experience and reasoning to determine the the best approach for the possible courses of action in response to division notices, restraints, or general licensing issues;
Advise customers as to the fee, documentation, and testing requirements;
Provide and instruct customers in identifying and acquiring the mandatory forms to accomplish the desired action(s);
and access spreadsheets to determine the current location of a requested file; if still on hard copy, pull paper documents, scan copies, and return originals to their proper location; file and other retrievals as required.
This position is deemed a tele-work position and may require in office work located in Lakewood. This position will require temporary daily assignment to an office in the Denver Metro area for training.
DMV video: https://youtu.be/9isQWl9grYc
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.
Colorado Residency Requirement:
Applicants may be ineligible to apply for this position and subsequently disqualified if they do not have a Colorado address at the time of application.
Must meet one of the following or any combination of experience/education to meet the minimum (MQ) qualifications:
OPTION 1:
2 years of experience in a general clerical role and/or cash handling.
General Clerical Work is work that is typically performed by office clerks, receptionists and/or administrative assistants. This includes, but is not limited to tasks such as:
Experience providing exceptional customer service and interfacing with a variety of people from many levels within the organization and community, greeting customers, referring them to the right people, making appointments
Answering phones, using a phone switchboard or managing multiple lines and taking messages, sending or making memos
Data Entry including: entering information into a program or database (appointments, contact information, customer records)
Familiar with the equipment and software used in offices (E-Mail, Google Suite - Docs, Sheets, Slides)
Operation of sophisticated computer systems, printers, copiers, fax machines and other technologies
Typing letters, reports, briefings, forms, memoranda, etc.
Checks and compares data for accuracy and completeness
OR
OPTION 2:
Additional appropriate education in Business Administration, Accounting, Public Administration, Political Science, or a similar field 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
Experience working in a complex, high volume Call Center.
Experience working with sensitive, confidential information .
Work history details career progression in a general clerical and/or customer service position.
Current or prior experience performing clerical or administrative work for a state government agency
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.
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.
Cover letters and resumes WILL NOT be accepted in lieu of the official State of Colorado online application. CDOR does not accept attachments of any kind during the application process. Part-time work experience will be prorated.
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.
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 "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.
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.
APPEAL RIGHTS
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 (dpa_state.personnelboard@state.co.us), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement 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; contact the State Personnel Board for assistance at (303) 866-3300; 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.
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
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.
If not applying online, submit application to:
If you are not able to submit an online application, a paper application is available at this link: PDF State Paper Application (Download PDF reader) (Download PDF reader). Paper applications must be received via email to DOR_talentacquisition@state.co.us by the closing date and time of the application period listed on this announcement.
Agency
State of Colorado
Address
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