Job details

Customer Care Representatives - Remote Positions

Department Information

THIS POSITION IS OPEN TO CURRENT RESIDENTS OF COLORADO ONLY

THIS ANNOUNCEMENT WILL REMAIN OPEN UNTIL THURSDAY, JULY 27, 2023

These positions will be fully remote unless otherwise altered due to business or supervisory requirements.

The Department of Labor and Employment keeps Colorado strong and competitive. We connect workers with great jobs and assist those who have been injured on the job. We help people who are unemployed through no fault of their own by providing temporary wage replacement and we ensure fair labor practices. We provide an up-to-date and accurate picture of the economy that helps in decision making. And we protect the workplace – and Colorado communities – with a variety of consumer protection and safety programs.

This is a values-driven organization, committed to accountability, agility, collaboration, and respect.

We believe in outstanding customer service, an inclusive culture, continued process improvement and in our role as a trusted and strategic partner. Recognizing that knowledgeable employees drive our success, we are seeking dedicated individuals who exhibit our shared values and our passion for quality and excellence in all we do.

In addition to rewarding and meaningful work, we offer excellent benefits:

Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans
Medical and dental health plans
Employer supplemented Health Savings Account
Paid life insurance
Short- and long-term disability coverage
11 paid holidays per year plus vacation and sick leave
BenefitHub state employee discount program
MotivateMe employee wellness program
Excellent work-life programs, such as flexible schedules, training and more
Access to participate in employer-supported employee affinity spaces
RTD Eco-Pass Commuter Program
Some positions may qualify for the Public Service Loan Forgiveness Program. For more information go to https://dhr.colorado.gov/dhr-resources/student-loan-forgiveness-programs

Our agency website: Colorado Department of Labor and Employment

CDLE has implemented a pilot program on March 1st, 2022 which will award Disability Hiring Preference Points similar to the Veterans’ Preference Points program. During your application process you will be asked if you would like to be considered for either of these programs for additional points in the hiring process. To learn more about Disability Hiring Preference and what will be required to participate, please visit our website: https://sites.google.com/state.co.us/disability-hiring-preference/home

PLEASE NOTE: With the beginning of this program, CDLE will no longer accept attachments of any kind with applications. Please be as thorough as possible in documenting your education and work history in the application system. Attachments will not be accepted or considered during any phase of the hiring process including minimum qualification screening, comparative analysis, or interviews.

Description of Job

The salary range for this posting is:
$23.27 - $32.41 Hourly
$1,861.38 - $2,592.92 Biweekly
$4,033.00 - $5,618.00 Monthly
$48,396.00 - $67,416.00 Annually

These positions provide complete customer service to support participants of the Colorado FAMLI program. Representatives will assist with inquiries from around the state, as the front line for support regarding the FAMLI program. Reps will help to provide self service system understanding and navigation and educates contacts to FAMLI program and guide toward additional program or system resources. Assists with account registration and front line troubleshooting. Works to educate contacts about the program and resources and empowers contacts to use the system independently. Utilizes a variety of computer systems and applications in daily work. Provides thorough and quality customer service via the telephone, email, and chat. Explains and clarifies FAMLI Division policies, regulations, and state laws. Informs participants of their rights and responsibilities while protecting the interest of Coloradans and the FAMLI program.

PLEASE NOTE: These positions will be required on occasion to assist and speak to customers who are potentially in crisis and highly emotional.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

MINIMUM QUALIFICATIONS:

Substitutions:

Additional appropriate experience will substitute for the degree requirement on a year-for-year basis.

Additional appropriate education will substitute for the required experience on a year-for-year basis.

Education and Experience:

Bachelor's degree from an accredited institution in a field of study related to the work assignment.

AND

Six months of professional experience in an occupational field related to the work assigned to the position to include: Customer Service in a Call Center environment and/or Direct Customer Support through dedicated platforms involving intermediate to complex data entry, crisis based case management and/or customer service.

Preferred Qualifications

Previous experience in a customer service or contact center role
Previous experience working in a remote/virtual position
Familiarity with CRM software and ticketing systems
Strong knowledge and understanding of the FAMLI Statute and Adopted Rules
Proven ability to meet or exceed performance targets and KPIs
Excellent time management and organizational skills

Experience performing alike duties as a State of Colorado Classified employee.

Required Competencies:

Customer Service minded
Computer proficiency - ability to quickly learn new programs and apply new skills
Detailed and thorough verbal and written communication skills
Ability to explain things clearly and in a variety of ways
Patience
Problem solver
Positive attitude and outlook
Team oriented collaborator
Active listener
Flexible with change
Motivated self-starter
Enjoys helping others
Ability to work remotely
Desire to work online and/or phones daily

Conditions of Employment:

Must be a Colorado resident at time of application.
You must pass a thorough background check prior to employment, which will include E-Verify.
These positions will require technology and stable internet connection/availability that conforms with CDLE technology security and integrity requirements. Applicants will be expected to provide this technology to operate in this role.
These positions will be required on occasion to assist and speak to customers who are potentially in crisis and highly emotional.

SAVE THE DATE
The comparative analysis portion for this posting will include an online skills test covering basic customer service and technology competencies. This test is currently planned to be open from Monday, July 31st through 11:59 PM on Monday, August 7th. These dates are subject to change based on the needs of the posting.

APPEAL RIGHTS:

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 acknowledgement 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, at spb.colorado.gov under Rules.

Supplemental Information

For questions regarding this recruitment, please contact:

Minimum Qualification Screening
A Human Resources 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. Cover letters and resumes WILL NOT be accepted in lieu of the official State of Colorado online application, CDLE does not accept attachments of any kind 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. Work experience and qualifications must be specifically documented on your online application. Do not use "see resume" or "see attached" statements on your application. CDLE does not accept attachments of any kind during the application process.

Comparative Analysis Process – Structured Application Review

After minimum qualification screening, the comparative analysis process for this position will involve a review and rating of all the information you submit with your application materials. Therefore, it is extremely important to document in the work experience/job duties portion of your online application the extent to which you possess the education, experience, minimum qualifications, and preferred qualifications as outlined in the job announcement. It is also important to thoroughly answer all supplemental questions (if listed) as your answers to these questions will be evaluated during this phase.

Supplemental Questions

Answer the supplemental questions on the application completely and thoughtfully. Your answers may be rated based on your writing ability (spelling, grammar, and clarity of your writing) as well as the content of your answer.

THIS ANNOUNCEMENT MAY BE USED TO FILL MULTIPLE VACANCIES

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 Colorado Department of Labor and Employment 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, Jay Wilson, at jay.wilson@state.co.us. Auxiliary aids and services are available upon request to individuals with disabilities. For all other inquiries about this recruitment effort, please call 303-318-8200.