Address
Form of workCOLORADO DEPARTMENT OF STATE
THIS ANNOUNCEMENT WILL REMAIN OPEN FOR THE SPECIFIED TIME AND IS OPEN ONLY TO CURRENT RESIDENTS OF COLORADO
Posting will close on March 15, 2024
INNOVATE. SERVE. BALANCE. IMPROVE. THRIVE.
Are you looking for a career that allows you to improve your world and the world around you? The Colorado Department of State (CDOS) is seeking diverse individuals from all backgrounds to apply for a position that makes a direct impact on enhancing the lives of Coloradans.
If your goal is to build a career that makes a difference through the work you do each day, consider joining the dedicated employees of the Colorado Department of State. Whether working from your home or collaborating onsite, your professional experience will be connected and meaningful. Our office offers an RTD Eco-pass (currently free of charge) and is conveniently located near Civic Center Station, RTD light-rail lines, and the 16th Street Mall. In addition to a great location and fulfilling, impactful work, we offer:
- Employee wellness programs and an on-site fitness center
- 12 paid holidays per year plus generous personal time off and sick leave
- Access to a diverse array of technical, leadership and supervisory training opportunities
- Strong, yet flexible retirement benefits including a choice of the PERA Defined Benefit Plan or the PERA Defined Contribution Plan, plus optional 401K and 457 plans
- Medical and dental health plans
- Paid life insurance
- Automatic short-term (and optional long-term) disability coverage
- Excellent work-life balance through flex schedules, flexplace/remote work, and ad-hoc arrangements
Our Culture & Environment:
Coloradans come from all walks of life and so do we.
Who We Are
Our mission is to make government easy and accessible for people to further democracy, support economic opportunity for all Coloradans, and demonstrate a standard of integrity and excellence. Our vision is to ensure all Coloradans have a voice in our future, help Coloradans and their businesses thrive, and be the best at what we do.
What We Believe
The State of Colorado is an equal opportunity employer. At the Colorado Department of State, we are dedicated to equity, diversity, and inclusion. We are committed to building work environments that are inclusive and reflect our communities and the diverse talents of all people. We highly encourage people from all backgrounds, identities, and abilities to apply.
Our agency website: Colorado Secretary of State's Office The Business & Licensing Division:
The Business & Licensing Division receives filings such as business and nonprofit registrations, trade names, secured liens, notary public applications, bingo and raffle reports, Universal Commercial Code (UCC) filings, and charity registrations. Additionally, the Business and Licensing Division licenses durable medical equipment providers, promotes availability of government data, and makes performing rights society information accessible. Most filings are submitted electronically, and the Department disseminates this information to the public through its website.
Customer Service Support Unit:
This work unit is responsible for the first line contact with clients and customers of the Department of State. This unit manages the incoming flow of data and documents from the public into the data processing systems. Employees must review, reject, or accept filings, and retrieve the legal documentation for business entities, trade names, trademarks, federal tax liens, notaries public, authentications, durable medical equipment, and elections.
Major Objectives of the Position:
As a leader of the Customer Service Support (CSS) unit, you will be responsible for overseeing the work of front-line staff. This will require strong communication and leadership skills with the ability to plan, prioritize, and analyze workflow in a collaborative and inclusive manner.
The ideal candidate will possess strong interpersonal skills with the ability to delegate and develop others while ensuring excellent customer service is delivered to the people of Colorado. To succeed in this role, it is important that you have outstanding managerial skills and are committed to advancing a diverse and inclusive perspective.
This position will work in partnership with a second CSS Supervisor, together both leaders will ensure that all tasks are managed appropriately, expectations are properly set, management of personnel is equitable, and issues are worked through collaboratively. The position will:
- Oversee the work of front-line staff responsible for assisting customers in-person, in writing, and over the phone.
- Directly supervises CSS staff members including work leads.
- Ensure appropriate scheduling and coverage of staff to maintain public services.
- Train and onboard new employees to respond to all types of inquiries, both in-person, by email, and on the phone.
- Provide ongoing oversight and supervision.
- Engage in regular process improvement and make recommendations for policy, procedural, and statutory updates and improvements for the work unit and Department.
- Ensure appropriate completion and resolution for all operational tasks assigned to the CSS team.
- Work closely with others across the organization to stay up to date on information that affects the work unit, and to ensure successful completion of projects across teams.
- Engage in daily tasks to ensure accuracy of information processed by the work unit and timely correction of work, if needed.
- Track the progress of projects (such as IT projects and bug fixes) along with the productivity and process rate for each employee.
- Act as primary point of contact in situations where a customer inquiry is escalated.
- Maintain confidentiality of all confidential and personal identifying information, personnel information, and any other confidential or proprietary information, as well as comply with all State and Department policies regarding professional conduct and professional practices.
MINIMUM REQUIREMENTS:
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. Cover letters and resumes WILL NOT be accepted in lieu of the official State of Colorado online application but may be attached. Applicants must meet the minimum qualifications to continue in the selection process for this position. Work experience and qualifications must be specifically documented on your online application. Do not use "see resume" or "see attached" statements on your application. Resumes WILL NOT be reviewed for minimum qualification screening. Part-time experience will be pro-rated. If it is determined that you meet the minimum qualifications, your application may also be used as part of the comparative analysis process to identify a top group for further consideration.
While a wide salary range is posted for this position, an eventual salary offer is determined by a comprehensive salary analysis, which considers multiple factors including but not limited to education and experience compared to others in the organization doing substantially similar work.
Minimum Requirements for Experience and/or Education
Seven years of professional experience working on a customer service or support team with at least three (3) of those years serving in a supervisory or managerial role overseeing at least three (3) individuals on a customer service or support team.
OR three (3) years of professional experience serving in a supervisory or managerial role overseeing at least three (3) individuals on a customer service or support team AND at least a bachelor's degree in Business Administration, Public Administration, Management, Communications, or a closely related field.
In addition to the minimum qualifications, the exceptional candidate will possess the proven ability or accomplishment in the following preferred qualifications:
- Previous State Service related to the work assigned to the position.
- The ability to train and instruct employees on new job duties.
- Experience developing work schedules and maintaining staffing levels appropriately.
- Experience making decision around recruitment, interviewing, selection, hiring, and promoting employees in an organization.
- Able to discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
- Able to resolve customer complaints or answer customers' questions regarding policies and procedures.
- Experience in project management, including tracking progress and metrics.
- Experience working in a call center as a supervisor or lead worker.
- Able to develop specific goals and plans to prioritize, organize, and accomplish work.
- Experience with metrics, performance management, goal setting, and status reporting.
- Experience in identifying opportunities for process improvement and making recommendations for improvement.
- Demonstrated ability to coordinate activities with other supervisory personnel.
If you do possess any of the above qualifications, please specifically include the details on your application, as this information will be used to assess your qualifications and may be used to determine a top group of applicants.
REQUIRED COMPETENCIES:
Communication Supervision Collaboration and coordination Leadership Customer service Project management Continuous improvement Emotional intelligence Problem solving Detail oriented Committed to advancing a diverse and inclusive perspective Ability to maintain confidential information
CONDITIONS OF EMPLOYMENT:
- This position will be required to undergo a criminal background check.
- When completing your application package, ensure you have submitted your transcript (if applicable).
- Travel may be required for professional development opportunities or other job related duties.
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.
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. Notifications
All correspondence regarding your status in the selection/evaluation process will be via email. Include your current working email address on your application and check your email frequently as you could receive time sensitive correspondence regarding this position. We highly recommend that you set up your email to accept messages from "coloradosos.gov" and info@governmentjobs.com addresses. It's your responsibility to ensure that your email will accept these notices and review your junk mail and spam filtered email.
- A Human Resources Specialist will only review the "Work Experience" and "Education" sections of the online job application to determine whether you meet the qualifications for this position.
- Cover letters and resumes will NOT be accepted in lieu of the official State of Colorado application form.
- Cover letters and resumes may be attached to the application as supplemental information.
- The minimum qualifications listed in the announcement are NOT optional.
- To move forward in the hiring process, you must document that you meet the minimum qualifications on the online State of Colorado application form.
- Do not use "see resume" or "see attached" in the State of Colorado online application.
- The comparative analysis process is used to identify candidates that will move forward in the selection process.
- The comparative analysis may consist of application reviews, the application's required supplemental questions, phone screens, structured interviews, and any other method determined to be valuable in identifying the right candidate.
Completing the Application
It is very important that you fill out the application completely and give a detailed description of your education and work experience. Failure to do so may result in rejection of your application during the minimum qualification review or subsequent comparative analysis. Your application should address the education, experience, required competencies and preferred qualifications. Ensure that you have answered all required supplemental questions in detail and have included all required attachments, including your transcript if applicable.
FAILURE TO DOCUMENT YOUR EXPERIENCE OR EXCLUDING INFORMATION REQUIRED IN THE APPLICATION MAY RESULT IN YOUR APPLICATION BEING REJECTED.
ADAAA Accommodations and Equal Opportunity Employment
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 oppo...
