CPW Customer Service Representative - Administrative Assistant II - Lamar

• 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.

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.

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.  

• 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

• 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.

• 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). 

• 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.

• 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

• 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. 

A 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.

We are committed to increasing a “Colorado for ALL" of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of all backgrounds and abilities.  The State of Colorado believes that a “Colorado for ALL” drives 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 Natural Resources 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, at [email protected]. 
 
ADAAA Accommodations
Any person with a disability as defined by the ADA Amendments Act of 2008 (ADAAA) may be provided a reasonable accommodation upon request to enable the person to complete an employment assessment. To request accommodation, please contact our Benefits Specialist at [email protected] at least five business days before the date that any accommodation will be required to allow us to evaluate your request and prepare for the accommodation. You may be asked to provide additional information, including medical documentation, regarding functional limitations and type of accommodation needed. Please ensure that you have this information available well in advance of the assessment date.