Colorado Department of Revenue · 9 hours ago
CPW Customer Service Representative/Administrative Assistant III - Grand Junction, CO
Mesa County, CO
Full-time
Onsite
Mid Level
3+ years expThe Colorado Department of Revenue is dedicated to managing and conserving Colorado’s natural resources. They are seeking a Customer Service Representative/Administrative Assistant III to provide customer service and administrative support at the Grand Junction Area/NWR office, handling inquiries related to parks, hunting, and fishing while managing licensing and financial processes.
Government Administration
No H1B
Responsibilities
Provide customer service at the Grand Junction Area/NWR office in regards to parks, hunting, fishing, watchable wildlife, and wildlife conflicts; interpret rules, regulations, and brochures; Sell licenses, state park passes, and registrations to the public; Provide administrative services to the Deputy Regional Manager, Area Wildlife Manager, Assistant Area Wildlife Manager and Area 7 staff, including all aspects of finance pertaining to cost center NWRS and 5707
First contact for public/customers/agencies either in person, by phone or email. Determines customer's needs and decides what actions are needed and how to handle requests. It also establishes priority for requests
This includes deciding on direct action such as selling licenses, collecting information, providing information or education and materials, referral to others, or referral to another agency
Duties include answering technical questions regarding Parks and Registrations, hunting, and fishing by applying knowledge, experience, and interpersonal skills to respond to customer's needs and problems in an ongoing effort to educate and serve
Articulately convey substantial information about agency laws, regulations, and procedures, while providing all facets of parks, wildlife and outdoor recreation information
Assists law enforcement officers in gathering and disseminating information and requests; interpreting and directing calls to appropriate parties, determining appropriate approach for resolving human/wildlife conflicts, and presenting viable alternatives; Coordination and administration of hunter education classes
Effective monitoring of program products and brochures to ensure adequate availability of supplies
Interviews and collects information from public contacts and determines the information's relevance based on statute and regulation
Determines what action or referral should be made and how it should be made
If law enforcement referral decides what priority to assign and whether referral to other law enforcement agencies is warranted and takes appropriate action
Determines and assists with correct office protocol in handling volatile situations and conflict resolution
Specific examples include answering customers' concerns regarding trapping, hunter trespass, game damage, T/E species designations, and leftover license sales
Recommends changes to big game brochures to correct or improve information
Recommends changes to limited license computer systems to improve license handling
Recommends changes in regulations to improve clarity or improve public acceptance
Management of License Agency for the Area 7/NWR office by organizing and establishing work processes to facilitate functionality and effectiveness of license sales, parks passes and registrations, and implementing guidelines and objectives prescribed by agency mission and statutory regulation
Screening documents and supporting information to determine authenticity and eligibility for hunting and fishing license purchases
Sell licenses to the public
Register students for hunter education; reissue hunter safety cards; Establish veracity of non-resident Hunter Safety assertions and/or missing cards; issue temporary cards where applicable; Issue duplicate licenses and carcass tags; make changes to licenses; issue road kill permits; issue artificial light permits; Stringent application of regulations to aid in the prevention of license holder violations
Interprets the State of Colorado regulations and statutes to the public to answer questions concerning laws
Explain CPW laws and regulations to the public to gain understanding and support while being considerate of the needs and desires of customers
Determines, establishes and disseminates office procedures for customer service licensing systems which would include local sales procedures, record handling, and special licensing needs, including hunter safety card replacement, local forms, specific information packages for selected licenses, and emergency protocols, including licenses issued in error, application mistakes and lost licenses
Accurate completion and processing of documents, including all aspects of finance pertaining to the Deputy Regional Manager budget (NWRS) and support for the Area Wildlife Manager budget (5707)
Pays accounts payable by coding, completing, and correcting documents for CORE entry
Establish, administer and monitor financial processes, including verification of all coding information to assure compliance with fiscal procedures, delivery of designated goods and services, and timely payment of vendors
Research payments and communicates both internally and externally (e.g.vendor), and makes independent decisions for problem resolutions; prepare and review receiving reports, verify accuracy of vendor invoices, tax Ids, and addresses
One card allocation for all unit staff listed above; Processes game damage claims; Design and monitor spreadsheets to record and track all expenditures of cost center NWRS and support for 5707
Functions as the primary cashier for the NWR/Area 7 office by creating and maintaining accurate accounting records, including weekly reconciliation and deposits; sends validated supporting documentation to Denver Headquarters
Accurate processing sales transactions through the Integrated Parks and Wildlife System
Establish office cash handling procedures to ensure accurate documentation of all sales processed through the cash register and credit card machine
Reconciliation is performed on all transactions, using supporting documentation; Determines the amount of change on hand to ensure availability for customers, and allows an effective flow of license sales and products through the cash register
Create and revise office procedures and write procedure manuals, design forms, and general office record-keeping systems
Maintain office equipment (fax, Xerox and postage meter, etc.); ensure adequate availability of supplies (toners, paper, postage, envelopes, etc.) by effectively monitoring inventory
Develops mailing labels; preparation and processing of outgoing mail
Establishment of cleaning specifications and coordination to ensure proper cleaning and maintenance of all NWRS/Area 7 offices and conference rooms
Based on office procedures, develops and tracks primarily the calendars of the Deputy Regional Manager in addition to the Area Wildlife Manager and Assistant Area Wildlife Manager to assist with efficient and timely completion of work tasks
Establish office procedures and criteria for information storage and dissemination, which ranges from public brochures to confidential ‘in-house’ materials
Monitors request for materials to determine future needs
Modifies or suggests modifications to brochures and other public materials to improve their functions as customer service tools
Sets priorities on request
Change office procedures as needed
Daily inventory monitoring to ensure adequate supplies are available for internal and external customers
Enters monthly vehicle odometer readings into CARS
Tracks and notifies vehicle operators of required maintenance
Maintains updated spreadsheet of NWRS/Area 7 staff radios, ATVS/UTVs, snow machines, trailers, etc
Ensures adequate coverage in the front office at all times
Recruit, hire, train and supervise seasonal employees
Provides support to the Area 7 mandatory check station and CWD head submission site; Checks in heads submitted for CWD testing or inspects animals as required by regulation
Obtains information from customers to accurately complete the required form
Takes samples and measurements as required
Ensures that adequate supplies for checks are maintained
Registers students for hunter education and outreach events
Works with region staff to ensure materials are current and in adequate supply
Other Duties As Assigned
Qualification
Required
Three (3) years of relevant experience in customer service, general clerical experience, or accounting in an office environment, work in call center, office environment, retail, outdoor recreation services, guiding, outfitting, shooting sports, land management
A combination of appropriate education in accounting, business, wildlife management, natural resource management, agriculture, or related field of study will substitute for the required experience on a year-for-year basis
Your experience must be fully documented in your application work history
State of Colorado residency is required at the time of application
Employee will be handling money and PII- Background Check required
Travel may occasionally be required for trainings and special events
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
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
Preferred
Current or former State experience relevant to this position
Current or former Colorado Parks & Wildlife work or volunteer experience
Organizational management, time management, multiple tasking skills
Google suites (or MS word, Excel, etc.)
Customer service skills
Problem solving abilities, critical thinking, verbal/written communication
Currency handling, accounting, interpersonal, initiative
Demonstrates initiative and self-motivation
Keen attention to detail
Punctual/Timely/Dependable
Strong interpersonal skills
Office setting experience
Ability to work well independently as well as in/with a team
High proficiency in interpreting and explaining rules/regulations
Proficiency in the use of Google email, Google docs, databases, the use of electronic licensing system(s)
Benefits
Medical and Dental plans
Strong, flexible retirement plans including PERA Defined Benefit Plan or PERA Defined Contribution Plan, plus pre-tax and Roth 401K and 457 plans
Paid life insurance
Short- and long-term disability coverage
Employee Wellness programs
Flexible Spending Accounts
Health Savings Accounts
11 paid holidays per year plus generous vacation and sick leave
Flexible work schedule options and remote-work options
Career advancement opportunities throughout the State system
Some positions may qualify for the Public Service Loan Forgiveness Program.
Company
Colorado Department of Revenue
With just under 1500 employees, the Colorado Department of Revenue oversees the Division of Motor Vehicles, the Enforcement Division, the Colorado State Lottery, and the Taxation Division.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Lorri Dugan
Chief Financial Officer
Meghan Tanis
Chief Operating Officer/Deputy Executive Director
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