CPW Customer Service Representative Administrative Assistant II - Northeast Region - Denver, CO

About the role

The primary purpose of this position is to provide customer service to Colorado Parks and Wildlife (CPW) customers - walk-in, call-in, and by email; including sales of wildlife and state park products, maintenance of customer records, providing information through direct communication and with brochures, bulletin boards, and other information products. The position handles payment, including license and pass fees, payment of citations, fees for bird release permits 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.

Responsibilities

• Sell products and provide information to customers – walk in, call in, and by email; including sales of wildlife products (hunting and fishing licenses, refund and duplicate licenses and hunter education cards), parks products (parks passes, OHV permits, snowmobile and boat registrations); and maintenance of customer records in database (name and address changes, hunter education verification, and other documentation as needed).
• Maintains and updates information bulletin boards, seasonal handouts/reports/forms, and informational packets.
• Answer questions about wildlife or parks; issue road kill permits; issue night hunting permits; and perform some mandatory animal checks and wildlife euthanization.
• Accepts payment, including license, stamp, permit, and pass fees, citations, and runs a cash register.
• 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.
• Assists with event planning for large scale customer service operations such as leftover license day.
• Provides internal customer service such as dispatching of calls requiring responses to field officers, updating front desk office signs and bulletin boards on a regular basis, ordering bulletin boards supplies and making appropriate signage for the lobby; maintenance of animal seals log, mandatory checks boxes for the CWD Technicians; stocking of required supplies for mandatory animal checks; scheduling for various meetings/classes; inputs information into various databases for supervisor review; managing and ordering merchandise when needed; creating, printing, and organizing customer information packets; organizes and issues road kill permit books to various NE Region offices and appropriately logs how the booklets are distributed.
• Other administrative duties that may arise.

Requirements

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, customer service (internal or external) or experience related to the work assigned to this position.

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, customer service (internal or external) or experience related to the work assigned to this position equal to two (2) years.

Qualifications

• Relevant hunting and fishing experience and knowledge of the corresponding Colorado regulations.
• Current or former Colorado Parks & Wildlife work or volunteer experience is considered.
• Current or former State experience relevant to this position.
• Demonstrates initiative and self-motivation.
• Keen attention to detail.
• Exceptional organizational, written communication, and public speaking skills.
• Ability to work well independently as well as in/with a team.

Skills

• Excellent customer service skills, problem-solving abilities, and critical thinking.
• Organizational and time management skills.
• Strong level of written and oral communication skills.
• Strong multi tasking skills.
• Proficiency in Microsoft Word, Excel, Google suite.
• Experience processing applications and/or analyzing documents for completeness, correctness, and/or compliance.
• Experience managing calls and/or responding to difficult customers with tact and diplomacy.
• Experience working according to detailed policies, procedures, and deadlines.

Benefits

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.

Pay

Commensurate with experience.

Schedule

Varies.