Driver Services Call Center - Administrative Assistant II

State of Colorado•Denver, CO

34d

About The Position

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 The Division of Motor Vehicles (DMV) provides services used by nearly every citizen of the State. Colorado citizens utilize identification, driver, and vehicle services at State and County offices to obtain identification cards, driver licenses, vehicle registrations, titles, and other related services. Additionally, the DMV licenses and provides oversight of private businesses and government organizations that provide driver and emission testing services. Finally, the division works closely with other state agencies and programs to provide information and education to serve the public and encourage voluntary compliance. The ideal applicant brings their customer service experience and their strong attention to detail to this job every day to ensure comprehensive information exchange, provided in a thorough, professional manner with every support transaction. This position researches, updates and corrects driver records.

Requirements

Two (2) years of relevant experience in General Clerical and/or Call Center work experience.
Experience providing exceptional customer service in the call center and/or online; 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, daily 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
A combination of related education in Business Administration, Accounting, Public Administration, Political Science, or similar field and/or relevant experience in General Clerical and/or Call Center work experience equal to two (2) years

Nice To Haves

Two plus years working in a complex, high volume Call Center.
Experience working with sensitive information of a confidential nature.
Career progression in a general clerical and/or customer service position.
Bi-lingual (Spanish speaking) candidates preferred

Responsibilities

Data entry into databases and spreadsheets
Provide customer service via telephone or in-person to external stakeholders and customers
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 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)
Access the spreadsheet 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

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