Customer Support (Hybrid)

The Colorado Department of State is seeking diverse individuals for a Customer Support position that directly impacts the lives of Coloradans. The role involves providing customer support, processing documents, and assisting the public with various services related to business and licensing.

Responsibilities

• 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

Skills

• 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
• 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
• 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
• 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

Benefits

• RTD Eco-pass (currently free of charge)
• A secure bike room accessible only to building tenants
• 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

Company Overview