Administrative Assistant III (In Office - DSCR)

State of Colorado • Denver, CO

6d • Onsite

About The Position

The Customer Contact Center is committed to promoting voluntary compliance with Colorado tax laws by providing exceptional customer service, education and tax payer assistance. Through Service Centers located throughout Colorado, the team assists taxpayers with tax filing, payments, refunds, account inquiries, and other tax-related services while serving as the public face of the Taxation Division. The Administrative Assistant-III serves as a key administrative and operations resource for the Customer Contact Group. This position coordinates front desk operations, manages refund warrant void/reissue requests and taxpayer documentation, supports onboarding and training of new employees, coordinates purchasing and inventory activities and provides administrative support that helps ensure efficient day-to-day operations while delivering outstanding customer service to both internal staff and the public.

Requirements

• Three (3) years of relevant experience in a general clerical and/or public facing customer service role.
• 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.
• A combination of related education and relevant experience in a general clerical role and/or public facing customer service role equal to three (3) years.
• Appropriate education in business administration, office administration, office technology, public administration, communications, or a closely related field may substitute for the required experience on a year-for-year basis.

Nice To Haves

• State experience with GenTax
• Demonstrated ability to communicate with people outside the organization, representing the organization to customers, the public, government, and other external sources.
• Ability to multi task in a fast-paced environment with strong attention to detail and thorough in completing work tasks
• Proficient with Google Workspace and Microsoft Office
• Strong problem solving skills

Responsibilities

• Serve as the primary point of contact for visitors, providing exceptional customer service by greeting, directing, and assisting taxpayers, employees, and guests.
• Coordinate and manage the refund warrant void/reissue process by reviewing documentation, researching requests, tracking cases, and collaborating with Tax Examiners to resolve taxpayer inquiries.
• Process, review, distribute, and maintain taxpayer documents, payments, correspondence, and records received through mail, fax, electronic systems, and in-person transactions while ensuring accuracy and compliance.
• Assist taxpayers by providing information on tax forms, refund requests, direct deposits, payments, and other tax-related services, referring complex issues to the appropriate staff when necessary.
• Coordinate new employee onboarding activities by preparing orientation materials, facilitating workspace setup, coordinating system and building access, and supporting the hiring and training process.
• Develop, maintain, and update administrative procedures, training materials, organizational charts, and other operational resources while providing guidance to temporary administrative staff.
• Serve as the liaison with internal departments, including Information Technology, Facilities, Budget, and Purchasing, to coordinate equipment, maintenance requests, technology support, and operational needs.
• Manage office purchasing and inventory by ordering supplies, maintaining inventory levels, coordinating vendor purchases, and reconciling T-Card and P-Card transactions in accordance with State fiscal policies.
• Prepare reports, maintain administrative records, support meetings, and complete a variety of operational and administrative projects that contribute to the efficient operation of the Customer Contact Group.
• Prioritize multiple assignments in a fast-paced environment while exercising sound judgment, maintaining confidentiality, and ensuring compliance with departmental policies, procedures, and customer service standards.

Benefits

• PERA retirement benefits including PERA Defined Benefit Plan, PERA Defined Contribution Plan, plus 401K and 457 plans
• Medical , Dental , and Vision insurance coverage
• Automatic Short-Term and Optional Long-Term Disability Coverage
• Life and AD&D Insurance
• Flexible Spending Accounts (FSAs)
• Family Medical Leave Act (FMLA) job protection and State of Colorado Paid Family Medical Leave (PFML)
• 11 Paid Holidays Annually and Accrued Annual and Sick Leave
• Variety of discounts on services and products available through the State of Colorado's Work-Life Employment Discount Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree