Customer Support (Hybrid)

Department Information -------------------------- Colorado Department of State THIS ANNOUNCEMENT WILL REMAIN OPEN FOR THE SPECIFIED TIME AND IS ONLY OPEN TO RESIDENTS OF THE STATE OF COLORADO AT THE TIME OF SUBMITTING YOUR APPLICATION. SERVICE. INNOVATION. INTEGRITY. EXCELLENCE. INCLUSION. 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), a secure bike room accessible only to building tenants, 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 Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, go to: https://studentaid.gov/manage\-loans/forgiveness\-cancellation 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 Description of Job ---------------------- The Business \& Licensing Division The Business \& Licensing Division receives filings such as business and nonprofit registrations, trade names, secured liens, notary public applications, and bingo and raffle reports. Additionally, the Business \& 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. Operations Unit The Operations work unit is responsible for 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 except for filing, and retrieve the legal documentation for business entities, trade names, trademarks, Federal tax liens, notaries public, authentications, durable medical equipment, and elections. Illustration of Key Duties: The ideal candidate will be a critical and creative thinker with strong problem\-solving skills. To succeed in this role, it is important that you have outstanding written, verbal, and interpersonal skills, and are committed to advancing a diverse and inclusive perspective while providing excellent customer service. In this role, you will be a valued member of the Customer Support Services Team, and you will: + Train to provide services under any of the statutes administered by the Division, which may include businesses, trademarks, trade names, administrative rules of State agencies, bingo and raffle licensing, charities and fund\-raisers, durable medical equipment suppliers, lobbyists, notaries public, secured transactions, and campaign finance and election. + Train to assist the public in understanding the statutes. + Train to process all documents received, including high\-level authentication of international documents. + Train to meet the needs of the public and provide end user support for all of the varied and numerous services that can be obtained through the Business and Licensing Division. + Cross train to work in any area that is short staffed, including the Walk\-in Customer Support, Service Center, Authentications, and Administrative Rules work units, and will expand further into other work units in the Business and Licensing Division. + Learn to perform other duties as needed, such as reviewing and recommending changes to online FAQs and other website content and participating in user acceptance testing. + 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 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. H4M1IX TECHNICIAN I MINIMUM QUALIFICATIONS: OPTION 1 \- Experience One (1\) year of professional experience providing customer support in an office, government, service center, or call center environment involving inbound customer interactions that includes document review, electronic filing systems, records processing, or assisting customers with processes, policies, or procedures. OR OPTION 2 – Experience and/or Education – Be sure you’ve attached a copy of your unofficial transcript to qualify for this option. (You may redact information that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.) A combination of experience as defined in Option 1 and/or education from an accredited college, university, or non\-correspondence business school in a field of study related to the work to equal one (1\) year. An unofficial copy of transcripts must be submitted at the time of the application (you may redact information that identifies age, date of birth, or dates of attendance at or graduation from an educational institution). Preferred Qualifications and Competencies: The exceptional candidate will possess the following knowledge, skills, and abilities: Preference may be given to candidates with previous State service or experience related to the work assigned to the position. Experience assisting customers with online systems, internet\-based applications, or process\-driven services. Experience handling escalated customer interactions and using de\-escalation techniques. Proficiency with Microsoft Office Suite, including Outlook, Word, and Excel. Ability to learn and apply statutes, policies, procedures, and technical processes. Ability to maintain professionalism, composure, and diplomacy while interacting with a broad array of stakeholders. Ability to explain policies, procedures, and complex processes in a clear and understandable manner. Ability to maintain confidentiality of sensitive and personally identifying information. Ability to work independently and collaboratively in a team environment. Required competencies include: Ability to Process Information and Apply Knowledge • Customer Service • Accuracy • Adaptability Communication – Written and Verbal • Compliance • Confidentiality • Dependability • Detail Oriented • Organizational Skills • Productivity • Problem Solving • Self\-Management • Technical Skill • Time Management • Use of Technology • Work Quality• Commitment to Advancing a Diverse and Inclusive Perspective Conditions of Employment: This position will be required to successfully pass a criminal background check. Must be a Colorado resident at the time of application. The Department of State does not offer sponsored Visa for employment purposes. Position may be required to travel for professional development/training opportunities or to assist with off\-site trainings. Appeal Rights: (Updated) An applicant who has been removed from an employment list or removed from consideration during the selection process may request a review by the State Personnel Director. As an applicant directly affected by the results of the selection or comparative analysis process, you may file a written appeal with the State Personnel Director. Review of the completed, signed and submitted appeal will be timely on the basis of written material submitted by you, using the official appeal form signed by you or your representative. This form must be completed and delivered to the State Personnel Board by email at dpa\_state.personnelboard@state.co.us within ten (10\) calendar days from your receipt of notice or acknowledgment of the Department’s action. For further information on the Board Rules, you can 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/board\-rules. Supplemental Information ---------------------------- 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. Equal Pay for Equal Work A wide salary range is posted for this position and any job offer is based upon a salary analysis to comply with the Colorado Equal Pay for Equal Work Act. The salary analysis considers relevant experience, education, certifications, and state seniority as compared to others doing substantially similar work. While all offers are compliant with the Colorado Equal Pay for Equal Work Act, there is no guarantee an offer will be at the top of the posted range based on the salary analysis. 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 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 Department of State 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, Laura Darby, at Laura.S.Darby@coloradosos.gov or call (303\) 894\-2200 ext. 6113\. E\-Verify The Department of State participates in E\-Verify in accordance with the program’s Right to Work for all newly\-hired employees. Employees are queried through the electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to verify identity and employment eligibility. You may complete section 1 of the I\-9 form upon your acceptance of a job offer letter, but no later than your first day of employment and in addition, on your first day, but no later than the third day, you will be required to submit original documents to verify your eligibility to work in the U.S. Learn more about E\-Verify, including your rights and responsibilities at http://dhs.gov/e\-verify.