CPW Customer Service Representative - Administrative Assistant II - Lamar

State of Colorado; Colorado; On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Retirement plans

Life insurance

Disability insurance

Wellness programs

FSAs

HSAs

Holidays & leave

Remote options

Career advancement

Public Service Loan Forgiveness

Job summary

Colorado Parks and Wildlife is seeking an Administrative Assistant II for Area 12 Lamar Service Center in southeastern Colorado. You will welcome customers in person, by phone, and by email, process license and park product sales, maintain records in IPAWS/PROWL, and support both public and internal staff with a range of administrative tasks.

Requirements include two years of office experience or an equivalent combination of education and experience, strong communication, and proficiency with MS

Qualifications

• Two years of relevant experience in an office environment, customer service, front desk, call center, administrative support, accounting, finance, program or project management, or experience related to the work assigned to this position.

Responsibilities

• Provide customer service to CPW customers – walk in, call in, and by email including sales of wildlife and state parks products, maintenance of customer records in IPAWS/PROWL, and handling payments.
• Answer phones and talk with customers about hunting, fishing, state parks, licenses and permits, wildlife regulations, and related forms.
• Dispatch calls to field officers and provide internal customer service to other sections and area staff.
• Perform administrative duties such as mail handling, supplies stocking, and recording in various databases.
• Other duties as assigned and may include learning the area and riding with staff to understand area operations.

Skills

Customer service

Communication

Multitasking

Time management

Problem-solving

Tools

MS Word

Excel

Google Suite

IPAWS/PROWL

Job description

This posting is only open to residents of the State of Colorado at the time of submitting your application.

Consider joining the dedicated people of the Colorado Department of Natural Resources. It’s our mission to manage and conserve Colorado’s natural resources for the benefit of people today - and tomorrow. That means we have to balance development with conservation so the state we all love provides similar opportunities for our children and their children.

We invite you to explore our website at https://dnr.colorado.gov/about-us to find out more about the work we do to manage Colorado’s natural resources for today - and tomorrow.

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.

In addition to offering rewarding, meaningful work, we offer:

• 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 Public Service Loan Forgiveness Program.

COLORADO PARKS AND WILDLIFE

Our Mission is to perpetuate the wildlife resources of the state, to provide a quality state parks system, and to provide enjoyable and sustainable outdoor recreation opportunities that educate and inspire current and future generations to serve as active stewards of Colorado's natural resources.

Area 12 is a geographically-based organizational unit of Colorado Parks and Wildlife (CPW) in southeastern Colorado. The area encompasses 8 counties which include Cheyenne, Kiowa, Prowers, Bent, Otero, Crowley, Baca and Las Animas. Area 12 is responsible for wildlife management, wildlife law enforcement, wildlife related customer service, and resource protection within the area. Area 12 has an Area Wildlife manager, 7 District Wildlife Managers, 5 Wildlife Technicians, and 2 Administrative Assistants.

The purpose of the Area 12 team is to provide high quality customer service through the sale of licenses and passes; to answer calls about wildlife issues and advise the public about techniques to resolve or prevent such conflicts; and to serve as the customer interface to field officers by handling and dispatching public calls about wildlife violations, injured wildlife, and wildlife-people conflicts.

Customer Service Representatives (CSR’s) at the Lamar Service Center are valuable team members of Area 12 and provide high quality customer service. The primary purpose of this position is to be the first point of contact and to provide customer service to CPW customers – walk in, call in, and by email including sale of wildlife and state park products, maintenance of customer records, providing information through direct communication and with brochures, bulletin boards, and other information products. Position handles payment, including license and pass fees, payment of citations, and operating the cash register. The position answers phones and talks with customers about hunting, fishing, state parks, license and permit products, wildlife and wildlife regulations, prevention or minimization of conflict with and living with wildlife and associated forms. The position also provides internal customer service to other sections and areas within the agency and the Area 12 team through administrative duties such as dispatching calls for service to officers, inputs information into various databases, conducts mandatory wildlife checks, maintenance of animal seal logs and stocking of supplies, tracks and orders office supplies kept in stock, and other administrative duties that may arise.

This position actively engages with the community and helps build CPW’s customer relations and positive community ties in the promotion of wildlife and wildlife habitat. This position requires some field work and wildlife contact.

Provide Service, Sales, and Information to CPW Customers

Sell CPW products and provide information to customers; walk in, call in, and by email, including sales of wildlife products and state parks products, maintenance of customer records in IPAWS/PROWL, maintain and update information bulletin boards, seasonal handouts/reports/forms, and informational packets, answer questions about wildlife or parks, issue roadkill permits, and perform mandatory animal checks and wildlife euthanization. Position requires familiarity with or willingness to learn maps and mapping applications like Google maps, Google Earth, and the CPW Hunting Atlas. Position accepts customer payments including license, stamp, permit, and pass fees, citations, and runs the cash register. The position answers phones and talks with customers about hunting, fishing, state parks, license and permit products, wildlife and wildlife regulations, prevention of conflict with and living with wildlife and associated report forms.

Provide Internal Customer Service and Administrative Assistance

The position provides internal customer service such as dispatching of calls requiring responses to field officers, serving as front desk dispatch and contact person for volunteers, assist in organizing area level activities, administrative duties such as management of the area office copy, fax and TLS machines including supply stocking and management of maintenance, repairs, and downloads, maintenance of animal seals log and stocking of required supplies for mandatory animal checks, pickup/delivery and distribution of mail, orders, monitors and ensures standard office supplies, keeps brochures and merchandise in stock, schedules various meetings/classes, inputs information into various databases for supervisor review, assists in CORE activities, and other administrative duties that may arise.

Other duties as assigned.

As this position’s main duties are customer service to the public as well as internal customers, part of the duties will be to learn the area, staff and associated duties, and properties. This will include riding with other area staff and helping on projects outside of the office.

Experience Only:

• Two (2) years of relevant experience in an office environment, customer service, front desk, call center, administrative support, accounting, finance, program or project management, or experience related to the work assigned to this position.

OR

Education and Experience:

• A combination of related education in Natural Resources, Wildlife Management, Biology, Aquatic Biology/Fishery Science/Aquaculture/Fishery Management, Economics, Public Administration, Communications, Public Engagement/volunteer management, Education, Business, Program Management/Project Management, Computer Science, Applied Computing, Computer Engineering, IT, Accounting, Finance and/or relevant experience in Accounting, Finance, Program or project management, Administrative Assistant, Front Desk, Call center, office environment, project management, handling of money, project management or experience related to the work assigned to this position equal to two (2) years.

Please note: The required experience must be substantiated within the work experience section of your application. Your resume will not be reviewed to determine if you meet the minimum qualifications; only the work experience section of your application will be reviewed to determine this. See Resume statements on the application will not be accepted. In addition, part-time work will be prorated.

Class Code: Administrative Assistant II

Preferred Qualifications

• Current or former State experience relevant to this position.
• Current or former Colorado Parks & Wildlife work or volunteer experience.
• Organizational management, time management, and multi tasking skills.
• Excellent customer service skills, problem-solving abilities, critical thinking, and verbal/written communication.
• Demonstrates initiative and self-motivation.
• Keen attention to detail.
• Punctual/Timely/Dependable.
• Strong interpersonal skills.
• Ability to work well independently as well as in/with a team.
• Ability to teach others.
• Office setting experience.
• Experience handling money and cash registers.
• High proficiency in interpreting and explaining rules/regulations.
• Good working knowledge of computer-based technology.
• Proficiency in the use of Google Suites, databases, and the use of electronic licensing system(s).

Required Competencies

• Strong organizational and time management skills.
• Excellent level of written and oral communication skills.
• Strong multitasking skills.
• Proficiency in Microsoft Word, Excel, and Google Suite.
• Ability to work independently and take initiative by using critical thinking and problem-solving skills to identify solutions for customer or program challenges.
• Experience managing calls and/or responding to difficult customers with tact and diplomacy.
• Experience working according to detailed policies, procedures, and deadlines.

Conditions of Employment

• State of Colorado residency is required at the time of application.
• Background Check required.
• Travel may occasionally be required for training 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. (Please Note: Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination will disqualify the applicant from future State employment with DNR).
• 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. To be compliant with the new fleet vehicle policy, Motor Vehicle Records (MVRs) will be pulled for review for workers who:
  • Have an assigned State fleet vehicle
  • Are required to operate a vehicle as part of the position
  • Utilize a State fleet vehicle as a pool vehicle

APPEAL RIGHTS:

It is recommended that you contact the Human Resources Specialist listed below to resolve issues related to your possession of minimum qualifications. However, 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 ([e-mail]), 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