<p>This position is only open to current Residents of Colorado.</p> <p>Incumbent will be required to complete work for CDE within Colorado.</p> <p>Colorado Department of Education - What We Do </p> <p>The Colorado Department of Education (CDE) provides leadership, resources, support, and accountability to the state's 178 school districts, 1,888 schools, over 53,000 teachers, and over 3,200 administrators to help them build capacity to meet the needs of the state's approximately 905,000 public school students. In addition, CDE provides structural and administrative support to the Colorado School for the Deaf and the Blind and the Charter School Institute.</p> <p>As the administrative arm of the State Board of Education, CDE is responsible for implementing state and federal education laws, disbursing state and federal funds, holding schools and districts accountable for performance, licensing all educators, and providing public transparency of performance and financial data.</p> <p>CDE is a values-based agency that serves students, parents, and the general public by protecting public trust through ensuring adherence to laws, strong stewardship of public funds, and accountability for student performance.</p> <p>CDE strives to incorporate five core values that we uphold in our work internally and externally.   If you come to CDE, be prepared to incorporate Integrity, Equity, Accountability, Trust, and commitment to Service in what you do.</p> <p>The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness. The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities.</p> <p>Why Work For CDE</p> <p>The work we do is rewarding and impacts the students, families, educators, and communities across Colorado. Our leadership also promotes a culture that puts families and self-care as a priority. Along with meaningful work and an environment that puts employees first, the state also offers rich benefits that intend to make us an Employer of Choice!</p> <p>The following is a summary of the benefits we offer:</p> <ul> <li>Flexible work schedules and flexible workplace options that may include flexible working hours, working from home, working in the office, and/or a hybrid working environment. </li><li>Premier medical, dental, vision, and dependent life insurance options. All with a generous employer contribution keeping employee costs as low as possible. </li><li>Employer paid short-term disability and life insurance </li><li>Up to 160 hours of Paid Family Medical Leave (PFML) </li><li>11 paid holidays per year </li><li>Competitive vacation and sick leave accruals </li><li>Retirement through the Public Employees Retirement Association (PERA) www.copera.org </li><li>Employer paid RTD Eco Pass (certain restrictions may apply) </li><li>Paid professional development opportunities </li></ul> <p>A wide salary range is posted for this position and any job offer is based upon a salary analysis to comply with the Colorado Equal Pay for Equal Work Act. The salary analysis considers relevant experience, education, certifications, and state seniority as compared to others doing substantially similar work. While most salary offers are made within the posted range, occasionally an offer is made below or above the posted range based upon this salary analysis.Work Environment:</p> <p>This position is Full-time,  Onsite (Required to report to the Office/Work Site to complete work duties).</p> <ul> <li>Office hours are typically Mon-Fri, 8 am-5 pm </li><li>Extended hours during the evening or the weekend may be required by business needs </li><li>Required to report to the work location Daily </li><li>Essential Functions (ADAAA) </li><li>SEDENTARY/Office environment: </li><li>Required to sit, view a computer screen, and utilize a keyboard and mouse for extended periods of time </li><li>Required lifting, bending, stooping, pushing, walking, etc. </li></ul> <p>Position Summary:</p> <p>Join the Colorado Department of Education as an inbound Customer Service Representative, where you'll support educators through the application and renewal process for their credentials. This role requires a balance of skill and empathy, helping educators navigate complex licensing requirements while offering support during stressful situations.   If you're passionate about education and dedicated to providing exceptional service in a supportive, understanding manner, we'd love to have you on our team!</p> <p>Major Duties and Responsibilities:</p> <ul> <li> Customer Service to Licensure Applicants </li><li>Use independent judgment to analyze and solve licensure questions from emails, support tickets, phone calls, and/or in-person and compiling, problems, concerns, and process constraints.  </li><li>Serve as an initial point of contact outside of the supervisory chain to triage applicant questions regarding licensure status, additional academic needs, and approval options. </li><li>Use the Educator Talent webpages to answer questions, send customer links, and notify leadership of errors. </li><li>Utilize the Colorado Online Licensing (COOL) system to locate login, credential, and/or account holder information to assist the customer with their issue. </li><li>Understand all the available applications to educators to help them with their questions. </li><li>Provide guidance to customers on where to find information, requirements, statutes and regulations. </li><li>Utilize a knowledge base of templated responses, ensuring that responses are accurate and consistent across the unit. </li><li>Required to work from the Sherman office, face-to-face contact with walk-up customers. </li><li>This position must work with a variety of customers from around the globe.  </li><li>Challenges encountered may include language barriers, those who lack computer skills, no access to CDE's website, individuals who do not qualify for licensure, and customers who may be confused, upset, or frustrated with the process.  </li><li>Other challenges may include deciphering questions to provide the best possible accurate response to customers with several follow-up inquiries. </li></ul> <p>MINIMUM EXPERIENCE  REQUIREMENTS: </p> <p>Experience Only:</p> <p>Two (2) years of relevant experience providing customer service in a complex industry or field</p> <p>OR</p> <p>Two (2) years of instructional experience in a K-12 setting</p> <p>PREFERRED EXPERIENCE:</p> <p>Call Center Experience</p> <p>Ability to use multiple technological platforms at once</p> <p>Experience with education related organizations</p> <p>Experience with navigating complex structured regulations/requirements</p> <p>QUALIFICATIONS AND CONDITIONS: </p> <p>Qualifications for Success in the Position:  </p> <ul> <li>Ability to diffuse escalations </li><li>Ability to understand complex rules and regulations and convey these to customers in an easy-to-understand manner </li><li>Passion for public education </li><li>Ability to learn and navigate various technology platforms and provide support to customers in their usage </li><li>Ability to communicate and collaborate with team members to provide individualized support to customers </li><li>Ability to balance active listening, empathy, time management, and clear communication in a high call volume environment </li></ul> <p>Conditions of Employment (Required):</p> <ul> <li>Required to work from the Sherman office, face-to-face contact with walk-up customers. In-office is the regular expectation, but that the possibility of a hybrid model will be considered after proven success or performance in the role  </li><li>Must be willing and able to submit to the pre-screening process and pass a background check. </li><li>Report to work location daily </li></ul> <p>Conditions of Employment (Required):</p> <ul> <li>Must be willing and able to submit to the pre-screening process and pass a background check. </li><li>Report to work location daily </li></ul> <p>Complete Applications must include:</p> <ul> <li>Completed Online Application: Required - Submitted through our ATS. </li><li>Resume: Required - Attach to application </li></ul> <p>Failure to submit a complete application as defined above by the announcement close will result in your application being removed from consideration.</p> <p>Resumes and Cover Letters WILL NOT be reviewed for minimum qualification screening. </p> <p>FOR CURRENT OR FORMER EMPLOYEES OF THE STATE OF COLORADO:</p> <p> </p> <p>Per the requirements of the Step Pay Program implemented on July 1, 2024, any State employee must be paid a rate that is equal to or greater than the appropriate step pay rate within their classification's pay range based on completed years in their current class series as of June 30. All current and former State employees must ensure that your entire work history within the State Classified System, including at Institutions of Higher Education, is indicated in your application so that your time-in-series can be calculated accurately. </p> <p> </p> <p>Email Address:</p> <p>All correspondence regarding your status in the selection/examination process will be conducted via email.  Include a working email address on your application; one that is checked often as time-sensitive correspondence such as exam information or notification will take place via email.  Please set up your e-mail to accept messages from "state.co.us" and "info@governmentjobs.com" addresses. It is your responsibility to ensure that your email will accept these notices and/or review your junk mail and spam-filtered email.</p> <p>Appeal Rights:</p> <p>If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination.</p> <p> </p> <p>Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging.</p> <p> </p> <p>Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director's Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director's Administrative Procedures are available at www.colorado.gov/spb.</p> <p> </p> <p>A standard appeal form is available at: https://spb.colorado.gov/ . If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.</p> <p>Equity, Diversity, and Inclusion (EDI) and Equal Employment Opportunity</p> <p>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, a 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.</p> <p> </p> <p>The Colorado Department of Education 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 performing 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 hr@cde.state.co.us.</p>