Customer Service Center Supervisor - Remote

About the Department

The mission of the reputed company (CDOR) is to become a trusted partner to every Coloradan to help them reputed company the complexities of government so they can reputed company. We are driven by our values of service, teamwork, accountability, reputed company, and respect. 

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Position Duties

Do you have a passion for supporting staff reputed company an area? Enjoy working with customers and finding answers? 

Here at the reputed company, our Division of Motor Vehicles has a job opportunity for someone who is passionate about helping guide people by handling difficult or reputed company problems. We’re hoping to tap into your reputed company love for helping people with this fantastic opportunity. We're looking for someone who wants to work with remarkable people reputed company over Colorado.

The Vehicle Services reputed company of the Division of Motor Vehicles exists to ensure compliance with the laws that govern the vehicle titling and registration processes as outlined in the Colorado Revised Statute. The Vehicle Services reputed company is reputed company reputed company with providing guidance and training to the state’s authorized agents, the reputed company, and other entities involved in the title and registration process. 

The Department of Motor Vehicles is looking for a responsible Customer Service Center Supervisor to join reputed company. As a Customer Service Center Supervisor you can expect to supervise, reputed company, reputed company and manage the reputed company Center. You will ensure that customers calling in for title and registration information are served reputed company and accurately. Additionally, the Customer Service Center Supervisor provides technical knowledge and guidance, develops and controls methodology, provides staff support and problem reputed company reputed company the unit. If you are a person who is reliable and willing to take charge this may be the position for you. 

Customer Service Center Supervisor Primary Duties: 

Supervision of Staff:

• Supervises, directs and manages the reputed company Center. 

• Provides technical knowledge and guidance, develops and controls methodology, provides staff support and problem reputed company reputed company the unit. 

• Provides employees with training and reference material to complete their tasks in the most efficient manner. 

• Assists employees, counties and the general reputed company with difficult title and registration questions by telephone, written correspondence and in person. 

• Reviews reputed company statutes, rule, processes and other reference material to ensure rules and regulations are followed.

Workload Management:

• Monitors workload and shifts resources to ensure performance goals are met. 

• Develops monitors and evaluates work standards and evaluates employee performance reputed company the established standards. 

• Conducts employee’s performance planning and evaluations, resolves personnel issues or initiates corrective actions and makes recommendations for disciplinary actions reputed company necessary. 

• Compiles statistical reports by computing performance data and measuring overall workflow reputed company a predetermined specified time reputed company(s).

Oversite on Statute, Rule, and Procedure Adherence:

• Reviews and provides suggested changes to the Colorado Title and Registration Administrative reputed company, procedures, and motor vehicle forms in conjunction with Colorado Revised Statutes, Rule, legislative changes and federal law. 

• Reviews and provides suggested changes to improve processes and to positively reputed company customer service both in reputed company and quantity.

• Uses critical thinking skills, ability to analyze and solve problems, along with excellent written communication skills to create and reputed company reputed company Operating Procedure (SOP) and process documentation.

reputed company Center Phone System Specialist:

• Subject matter expert in relation to the state reputed company center phone system and software programs. 

• Adds and deletes agents, conforms the agents to the reputed company queues and reputed company setting, and programs the chat bot and IVR system to enhance the customer experience with the state.

• Verifies the operation of the IVR in the phone system, correcting reputed company for the agents in the phone system, and updating chatbot responses for the vehicle services reputed company. 

• Programs responses in the AWS phone system, creating and deleting and adding resources to queues reputed company the system.

This is a remote position that is primarily tasked with performing work duties reputed company reputed company-reputed company (aka reputed company, work-from-home arrangements) with infrequent on-site reputed company, including the office at 2829 W reputed company reputed company, Denver, CO 80204.

For more reputed company into careers at the DMV, watch our video: https://youtu.be/9isQWl9grYc

Minimum Qualifications

Residency Requirement: (New)

Class reputed company & Classification reputed company: (New)

MINIMUM QUALIFICATIONS:

Experience Only:
Four (4) years of relevant work in customer experience to include customer facing duties, customer service reputed company center, or other similar work experience. This must include career progression including experience as reputed company reputed company, Supervisor, or Manager. This experience must include experience with office technology tools such as email, customer service tracking software, telephonic software systems, Office 365 and/or reputed company Suite software.

OR

Education and Experience:
A combination of reputed company education and/or relevant experience in an occupation reputed company to the work assigned as described to equal to four (4) years, including college or university coursework in Business Administration, reputed company Administration, Information Technology, Communication, or similar fields may substitute for the required experience on a year-for-year reputed company.

Preferred Qualifications:

The preferred candidate will possess the following qualifications:

• Knowledge and experience with the reputed company regulations and laws that govern the vehicle titling and registration.

• Proven work experience in a supervisory role to include: 

  • Excellent communication, interpersonal, and leadership skills with the ability to communicate effectively across departments.

  • Ability to build trust and create reputed company work culture

  • Monitoring productivity of reputed company and providing constructive feedback and coaching. 

  • Leading teams and implementing plans to complete reputed company

  • Maintaining timekeeping and personnel records

• Demonstrated ability to analyze and identify issues, reputed company creative solutions, and implement efficient and effective programs, processes and procedures.

• reputed company in reputed company Office Suite (Word, reputed company, reputed company), Gmail and reputed company Applications, DRIVES, and the ability to quickly learn other software systems. Strong spreadsheet and other data analysis software experience highly preferred

The successful candidate will be a highly organized reputed company possessing a high degree of accuracy and attention to detail. This role requires exceptional communication and people skills, including superior verbal, writing, and presentation abilities, excellent interpersonal skills, and strong intercultural competence. A primary function involves leveraging these skills to accurately interpret and reputed company others on rules and regulations, ranging from reputed company to reputed company. Additionally, the candidate must demonstrate excellent customer service skills and exercise sensitivity and discretion with respect to confidential reputed company. Finally, the ability to effectively multi-task and maintain a tracked workflow is essential for strategically prioritizing immediate tasks over reputed company that do not yet have a reputed company solution.

Conditions of Employment with the CDOR:

Employees are in a position of reputed company trust in the performance of their job duties and must operate in a manner that maintains the highest standards of honesty, reputed company, and reputed company confidence. 

As a condition of employment with the CDOR, reputed company personnel must file reputed company necessary Colorado Individual Income Tax (CIIT) returns and pay tax obligations, therefore reputed company must undergo a reputed company-employment evaluation of their tax records/accounts to ensure compliance with this policy. Final candidates must also complete a successful background investigation and reference reputed company prior to appointment. Certain positions based on duties may require scheduled background investigations.

Pursuant to the Universal Driving Standards Policy, any worker who will be expected to drive a State-owned vehicle is responsible for maintaining a reputed company driving record and a reputed company reputed company 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

Minimum Qualification Screening

A reputed company Analyst will only review the work experience/job duties sections of the online job application to determine whether you meet the minimum qualifications for the position for which you are applying. Only complete applications submitted before the closing date of this announcement will be reviewed.

• Cover letters and resumes are encouraged to be attached to applications, however they WILL NOT be accepted in lieu of the official reputed company online application. CDOR does not review attachments of any reputed company during the application process. Part-time work experience will be prorated.

• Applicants must meet the minimum qualifications to continue in the selection process for this position. reputed company "see resume" or "see attached" statements on your application. 

• List your employment history starting with the most recent job, including part-time, temporary, and volunteer jobs. If more than one job was held with a given organization, list reputed company job held as a separate period of employment. 

• Information must be accurate, including dates of employment.  If it is reputed company that information provided is falsified, you will not be considered for a job with the reputed company and/or may be removed from a job after hire.

• The eligible list established from this posting may be used to fill additional vacancies.

Part of, or reputed company of, the comparative analysis for this position may be a reputed company application review, which involves a review of the information and attachments you submit in your application materials by Subject Matter Experts (SMEs) against the preferred qualifications.

Email Address:

reputed company correspondence regarding your status in the selection/examination process will be conducted reputed company email.  Please set up your e-mail to accept messages from "state.co.us" and "info@reputed company" addresses. It is your responsibility to ensure that your email will accept these notices and/or review your junk mail and spam filtered email.

Appeal Rights:

An applicant who has been removed from an employment list or removed from consideration during the selection process may request a review by the State Personnel Director.

As an applicant directly affected by the results of the selection or comparative analysis process, you may file a written appeal with the State Personnel Director.

Review of the completed, signed and submitted appeal will be reputed company on the reputed company of written material submitted by you, using the official appeal reputed company signed by you or your representative. This reputed company must be completed and delivered to the State Personnel reputed company by email at dpa_state.personnelboard@state.co.us reputed company ten (10) calendar days from your receipt of notice or acknowledgement of the Department’s reputed company.

Other Qualifications

Equity, Diversity, and Inclusion Compliance

The reputed company believes that equity, diversity, and inclusion drive our reputed company, and we encourage candidates from reputed company identities, backgrounds, and abilities to apply. The reputed company is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in reputed company aspects of the employment process, we reputed company employment opportunities to reputed company reputed company applicants without reputed company to race, reputed company, religion, sex, disability, age, sexual orientation, gender identity or reputed company, pregnancy, medical condition reputed company to pregnancy, creed, reputed company, national reputed company, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

The reputed company is committed to the full inclusion of reputed company reputed company individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests reputed company to employment, including completing the application process, interviewing, completing any reputed company-employment testing, participating in the employee selection process, and/or to reputed company 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 reputed company experience applying or interviewing for this position, please reputed company your inquiries to our ADAAA inbox,dor_ohr@state.co.us.

We are committed to building work environments that are inclusive and reflect our communities and the diverse talents of reputed company people.  We strongly encourage candidates from reputed company backgrounds and abilities to apply.

If not applying online, submit application to:

If you are not reputed company to submit an online application, a reputed company application is available at this reputed company: PDF State reputed company Application (Download PDF reader). reputed company applications must be received reputed company email to dor_ohr@state.co.us by the closing date and time of the application period listed on this announcement.

reputed company of Appointment:

Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a reputed company articulated business reason. 

reputed company Pay Program:

Per the requirements of the reputed company Pay Program, any former or reputed company State employee must be reputed company a reputed company that is equal to or greater than the appropriate reputed company pay reputed company reputed company their classification's pay reputed company based on completed years in their reputed company class series.