CPW Admin Assistant II – Customer Service Representative

The CPW Admin Assistant II – Customer Service Representative at Colorado Parks and Wildlife provides customer service to clients via walk-ins, calls, and emails, handling sales, payments, and information about wildlife and state parks. The role includes administrative duties like dispatching, managing office supplies, and maintaining records. The position is located in Adams County, CO, and is not remote.
Consider joining the dedicated people of the Colorado Department of Natural Resources.
It’s our mission to manage and conserve Colorado’s natural resources for the benefit of people today – and tomorrow. That means we have to balance development with conservation so the state we all love provides similar opportunities for our children and their children.

We invite you to explore our website at https://dnr.colorado.gov/about-us to find out more about the work we do to manage Colorado’s natural resources for today – and tomorrow.

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply.

In addition to offering rewarding, meaningful work, we offer:
• Medical and Dental plans
• Strong, flexible retirement plans including PERA Defined Benefit Plan or PERA Defined Contribution Plan, plus pre-tax 401K and 457 plans
• Paid life insurance
• Short- and long-term disability coverage
• Employee Wellness programs
• Flexible Spending Accounts
• Health Savings Accounts
• 10 paid holidays per year plus generous vacation and sick leave
• Career advancement opportunities throughout the State system
• Some positions may qualify for the Public Service Loan Forgiveness Program

COLORADO PARKS AND WILDLIFE

Our Mission is to perpetuate the wildlife resources of the state, to provide a quality state parks system, and to provide enjoyable and sustainable outdoor recreation opportunities that educate and inspire current and future generations to serve as active stewards of Colorado’s natural resources.

The Northeast Region of Colorado Parks and Wildlife has 15 State Parks and more than 70 State Wildlife Areas and exists to provide outdoor recreation and wildlife management in the northeast region of Colorado. In addition to oversight of the state parks and wildlife areas, this unit manages regional outreach, education, customer service, and regional specialists managing water, energy and land use development, heavy equipment projects, trails program, capital development, and administration.

Description of Job

The primary purpose of this position is to provide customer service to 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. 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. The position also provides internal customer service through administrative duties such as dispatching for officers, management of the regional office copy machines, maintenance of animal seals log and stocking of supplies, front desk dispatch and contact with volunteers, pickup/delivery and distribution of mail, orders office supplies kept in stock, ensures office machines are operational and serves as contact w/repair vendor, inputs information into various databases, and other administrative duties that may arise.

Provide Service, Sales, and Information to CPW Customers
• 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, answering questions about wildlife or parks.
• Issue road kill permits; issue night hunting permits; and perform some mandatory animal checks and wildlife euthanization.
• Position accepts payment, including license, stamp, permit, and pass fees, citations, and runs a 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.
• The position assists with event planning for large scale customer service operations such as leftover license day.

Provide Internal Customer Service and Administrative Assistance

The position 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 board 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; and other administrative duties that may arise.

Other duties as assigned.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Minimum Qualifications
Two years of experience in administration or customer service in an office environment in an occupational field related to the work assigned to the position.

APPLICANTS MUST SUBMIT A COVER LETTER AND RESUME TO THE APPLICATION.

Substitutions
Appropriate education in accounting, business, wildlife management, biology, agriculture, or related field of study will substitute for the required experience on a year-for-year basis.

Preferred 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.
• Excellent customer service skills, problem-solving abilities, and critical thinking.
• 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.
• Proficiency in the use of Google email, Google Docs, Zoom/Google Meet, . Knowledgeable in Word, Excel, and Adobe programs.

Conditions of Employment
• Colorado residency is required at the time of application.
• Must possess and maintain a valid state of Colorado driver’s license if operating a State vehicle.
• Pre-employment background check required.
• 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).

APPEAL RIGHTS

It is recommended that you contact the Human Resources Specialist listed below to resolve issues related to your possession of minimum qualifications. However, if you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email (dpa_state.personnelboard@state.co.us), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgment of the department’s action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go to spb.colorado.gov; contact the State Personnel Board for assistance at (303) 866-3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director’s Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, atspb.colorado.gov under Rules.

Supplemental Information

The Assessment Process
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.

Equity, Diversity, and Inclusion

The State of Colorado believes that equity, diversity, and inclusion drive 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 dnr_hr_employeebenefits@state.co.us.

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 dnr_hr_employeebenefits@state.co.us 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.

E-Verify

DNR uses e-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.

Toll–Free Applicant Support – Technical Help

If you experience technical difficulty with the NEOGOV system (e.g. uploading or attaching documents to your online application) call NEOGOV at 855-524-5627, Mon-Fri between 6 am and 6 pm (Pacific Time). The Human Resources Office will be unable to assist with technical issues.