Customer Support; Hybrid

Overview

Colorado Department of State announces this posting for residents of the State of Colorado at the time of submitting the application. The department emphasizes service, innovation, integrity, excellence, and inclusion, and aims to improve the lives of Coloradans. The position may be based remotely or onsite, with a range of work arrangements and associated benefits.

Our culture and environment reflect a commitment to equity, diversity, and inclusion. The mission is to make government easy and accessible, 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 and to be the best at what we do.

The Business & Licensing Division handles filings such as business and nonprofit registrations, trade names, secured liens, notary public applications, bingo and raffle reports, and licensing for durable medical equipment providers. The division provides government data accessibility and publishes information publicly. Most filings are electronic, and information is disseminated via the department s website. The Operations Unit manages first-line client contact, data flow, and document review and retrieval for various legal and regulatory items, including entities, trade names, trademarks, tax liens, notaries public, authentications, and elections.

• Train to provide services under statutes administered by the Division, which may include businesses, trademarks, trade names, administrative rules, bingo and raffle licensing, charities, durable medical equipment suppliers, lobbyists, notaries public, secured transactions, and campaign finance and elections.
• Train to assist the public in understanding the statutes.
• Train to process all documents received, including high-level authentication of international documents.
• Meet the needs of the public and provide end user support for services offered through the Business and Licensing Division.
• Cross-train to work in areas that are short-staffed (Walk-in Customer Support, Service Center, Authentications, Administrative Rules) and expand to other units as needed.
• Learn to perform other duties, such as reviewing and recommending changes to online FAQs and participating in user acceptance testing.
• Maintain confidentiality of all confidential and personal information and comply with State and Department policies regarding professional conduct and practices.

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

Minimum Qualifications

Option 1 – Experience: One (1) year of professional customer support experience in an office, government, service center, or call center environment involving inbound interactions that include document review, electronic filing systems, records processing, or assisting customers with processes, policies, or procedures.

Option 2 – Experience and/or Education: A combination of one (1) year of experience as defined in Option 1 and/or education from an accredited college, university, or non-correspondence business school in a related field. An unofficial transcript may be submitted with the application. You may redact identifying information as needed. An unofficial copy of transcripts must be submitted at the time of application.

• Preference for candidates with prior State service or related experience.
• Experience assisting customers with online systems or process-driven services.
• Experience handling escalated customer interactions with de-escalation techniques.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel).
• Ability to learn and apply statutes, policies, procedures, and technical processes.
• Ability to maintain professionalism and diplomacy with diverse stakeholders.
• Ability to explain policies and complex processes clearly.
• Ability to maintain confidentiality of sensitive information.
• Ability to work independently and as part of a team.

• Pass a criminal background check.
• Must be a Colorado resident at the time of application.
• No visa sponsorship for employment.
• Travel may be required for professional development or off-site trainings.

An applicant who has been removed from an employment list or from consideration may request a review by the State Personnel Director. You may file a written appeal with the State Personnel Director. The appeal must be delivered within ten (10) calendar days from notice, using the official appeal form, to the State Personnel Board. For rules, refer to 4 CCR 801-1, and board rules orado.gov/board-rules.

Notifications: All correspondence regarding status will be via email. Keep your email address current and check spam/junk folders. Equal Pay for Equal Work: A wide salary range is posted; offers are based on a salary analysis in compliance with the Colorado Equal Pay for Equal Work Act.

ADAAA…