CPW Customer Service Representative (ADMINISTRATIVE ASSISTANT II) - Montrose, CO

State of Colorado; Montrose (CO); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical and Dental plans

Retirement plans (PERA)

Paid life insurance

Disability coverage

Wellness programs

Flexible Spending Accounts

Health Savings Accounts

11 paid holidays + vacation and sick

Flexible remote-work options

Career advancement opportunities

Public Service Loan Forgiveness (may)

Job summary

State of Colorado’s Colorado Parks and Wildlife unit in Montrose seeks an Administrative Assistant II to handle customer service and administrative tasks for Area 18. You will assist walk-ins, calls, and emails, sell licenses, and maintain records while staying current on regulations.

The role includes dispatching calls, supporting purchasing, and performing wildlife checks and data entry. State residency and background checks apply.

Qualifications

• Two years of 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.
• Education and Experience: a combination of related education in Natural Resources, Wildlife Management, Biology, Economics, Public Administration, or related fields equal to two years.
• Part-time work prorated; employed according to minimum qualifications.

Responsibilities

• Provide customer service to CPW customers primarily by phone, walk-in, and email.
• Sell wildlife licenses and passes, process payments, and maintain customer records in IPAWS.
• Answer questions about hunting, fishing, parks, and wildlife regulations; advise on conflicts and living with wildlife.
• Run cash register, process payments for licenses, permits, and merchandise.
• Dispatch calls to officers and support internal operations and records management.
• Perform mandatory wildlife checks and data entry into required apps/databases.

Skills

Organizational skills

Customer service

Problem solving

Communication

Initiative

Attention to detail

Punctuality

Interpersonal skills

Teaching others

Office experience

Cash handling

Regulations knowledge

Computer literacy

Google Suite

Databases

Electronic licensing systems

Bilingual English/Spanish

Hunting/fishing knowledge

Outdoor recreation knowledge

Education

Natural Resources/related field education or two years of related experience

Tools

Google Suite

Databases

Electronic licensing systems

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 the 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.

The work unit exists to implement the goals and objectives of Colorado Parks and Wildlife’s strategic long range and operational plan in order to accomplish the Legislative mandate of protecting, preserving, managing, and enhancing the State’s wildlife resources in the geographical area comprised of Area 18 in the Southwest Region (Montrose, San Miguel and Ouray Counties, and parts of Delta, Mesa, Gunnison counties). The purpose of the Area 18 customer service 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 conflicts; and to serve as the customer interface for field officers by handling and dispatching public calls about wildlife violations, injured wildlife, and wildlife-people conflicts.

The purpose of this position is to handle the customer service and administrative tasks necessary for the function of the Area 18 workgroup. This includes providing diverse customer service to CPW customers, primarily through phone calls and walk in customers, and also through email. This includes sales of wildlife licenses and state park products, maintenance of customer records, providing information through direct communication and by using brochures, regulations, bulletin boards, and other information products. The position answers phones and talks with customers about hunting, fishing, state parks, license and permit products, wildlife and wildlife regulations, prevention of conflict and living with wildlife. This position conducts mandatory wildlife checks of harvested wildlife including taking and entering data from harvests. Position runs cash register and handles payments, including license and pass fees, payment of citations, and boat, OHV, and snowmobile registrations & permits. The position also supports internal operations through administrative duties such as dispatching calls to officers, stocking of office supplies, communication with volunteers and interns, pickup/delivery and distribution of mail, ensures office equipment and infrastructure is operational, inputs information into various applications & databases, and other administrative duties as assigned.

Provide Service, Sales, and Information to CPW Customers

The Customer Service Representatives are the public face of Colorado Parks and Wildlife at the Montrose CPW office. The CSR is responsible for selling products and providing information to customers – walk in, call in, by email and/or traditional mail; includes sales of wildlife products (hunting and fishing licenses, duplicate licenses, hunter education cards, and refunds), parks products (parks passes, OHV permits, snowmobile and boat registrations); and maintenance of customer records in IPAWS (name and address changes, hunter education verification, and other documentation as needed); maintains and updates informational bulletin boards, seasonal handouts/reports/forms and informational packets, answers questions about wildlife and/or parks; issues road kill permits, night hunting permits, and other permits; performs mandatory and voluntary animal checks. Position runs cash register and accepts payments for licenses, stamps, permits, passes, citations, and merchandise. The position answers phones and talks with customers about hunting, fishing, state parks, license and permit products, wildlife and wildlife regulations, prevention of conflict and living with wildlife. This position must remain current on regulations, policies, and statutes in order to provide accurate and up-to-date information to the public.

This position performs mandatory checks of harvested wildlife including gathering data and collecting samples, and entering data into required apps and databases.

Provide Internal Customer Service and Administrative Assistance

The position provides internal customer services and operational support, serving as a preliminary point of contact for internal and external constituents, volunteers, and vendors; assesses and dispatches calls to field officers and other Area staff; performs mandatory checks and Chronic Wasting Disease sampling; maintains animal seals and stocks required supplies for animal checks and sampling; facilitates pickup/delivery and distribution of mail; monitors, orders, and ensures standard office supplies, brochures, and merchandise are kept in stock; aids in scheduling of meetings/classes & events; assists Admin III with CORE documentation, monthly billing, and Area staff purchasing/accounting; assists with general office upkeep and cleaning; other administrative duties as assigned.

Other duties as assigned.

Experience Only:

• Two (2) years of 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.

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).
• Bilingual in English and Spanish.
• Knowledge of or experience in hunting and fishing and related activities.
• Knowledge of or experience in outdoor recreation.

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 State Personnel Board; go to spb.colorado.gov; contact the State Personnel Board for assistance at [phone]; 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.

The Assessment Process

• All applications received by the closing of this announcement will be reviewed by an HR Specialist against the Minimum Qualifications in this announcement.
• Colorado Revised Statutes require that state employees are hired and promoted based on merit and fitness through a comparative analysis process. Part of, or all of, the comparative analysis for this position will be a structured application review by Subject Matter Experts.
• Resumes, cover letters and other attachments are not considered as part of initial reviews, therefore, it is important to document in your application your education, experience, minimum qualifications, and preferred qualifications as outlined in the job announcement.
• Please thoroughly answer all supplemental questions (if listed) since question responses may be evaluated for content, writing ability, spelling, grammar, and effective communication.
• This recruitment may involve additional testing and/or exams to arrive at the top group for interviews.
• This posting may fill multiple vacancies.
• May be subjected to background check.

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