Administrative Assistant III (Denver Service Center - IN OFFICE)

The Colorado Department of Revenue is seeking an Administrative Assistant-III to join the Customer Contact Group. The Department aims to promote voluntary compliance with Colorado tax laws through exceptional customer service, education, and taxpayer assistance.

About the role

The Customer Contact Center is dedicated to providing exceptional customer service, education, and taxpayer assistance. The team assists taxpayers with tax filing, payments, refunds, account inquiries, and other tax-related services.

Responsibilities

• Serve as the primary point of contact for visitors, providing exceptional customer service by greeting, directing, and assisting taxpayers, employees, and guests.
• Cook up and manage the refund warrant void/reissue process by reviewing documentation, researching requests, tracking cases, and collaborating with Tax Examiners to resolve taxpayer inquiries.
• Process, review, distribute, and maintain taxpayer documents, payments, correspondence, and records received through mail, fax, electronic systems, and in-person transactions while ensuring accuracy and compliance.
• Aid taxpayers by providing information on tax forms, refund requests, direct deposits, payments, and other tax-related services, referring complex issues to the appropriate staff when necessary.
• Coordinate new employee onboarding activities by preparing orientation materials, facilitating workspace setup, coordinating system and building access, and supporting the hiring and training process.
• Develop, maintain, and update administrative procedures, training materials, organizational charts, and other operational resources while providing guidance to temporary administrative staff.
• Serve as the liaison with internal departments, including Information Technology, Facilities, Budget, and Purchasing, to coordinate equipment, maintenance requests, technology support, and operational needs.
• Manage office purchasing and inventory by ordering supplies, maintaining inventory levels, coordinating vendor purchases, and reconciling T-Card and P-Card transactions in accordance with State fiscal policies.
• Prepare reports, maintain administrative records, support meetings, and complete a variety of operational and administrative projects that contribute to the efficient operation of the Customer Contact Group.
• Prioritize multiple assignments in a fast-paced environment while exercising sound judgment, maintaining confidentiality, and ensuring compliance with departmental policies, procedures, and customer service standards.

Qualifications

• Experience: Three (3) years of relevant experience in a general clerical and/or public facing customer service role.
• Education: A combination of related education and relevant experience in a general clerical role and/or public facing customer service role equal to three (3) years.
• Preferred Qualifications: State experience with GenTax; demonstrated ability to communicate with people outside the organization; strong attention to detail and thorough in completing work tasks; proficient with Google Workspace and Microsoft Office; strong problem-solving skills.

Conditions of Employment

• Employees must file all necessary Colorado Individual Income Tax (CIIT) returns and pay tax obligations.
• All personnel must undergo a pre-employment evaluation of their tax records/accounts to ensure compliance with this policy.
• Final candidates must complete a successful background investigation and reference check prior to appointment.
• Some positions may require scheduled background investigations.

Benefits

• PERA retirement benefits including PERA Defined Benefit Plan, PERA Defined Contribution Plan, plus 401K and 457 plans.
• Medical, Dental, and Vision insurance coverage.
• Automatic Short-Term and Optional Long-Term Disability Coverage.
• Life and AD&D Insurance.
• Flexible Spending Accounts (FSAs).
• Family Medical Leave Act (FMLA) job protection and State of Colorado Paid Family Medical Leave (PFML).
• 11 Paid Holidays Annually and Accrued Annual and Sick Leave.
• Variety of discounts on services and products available through the State of Colorado's Work-Life Employment Discount Program.