VSP Customer Service Representative

Department overview

The Colorado Department of Revenue works to be a dependable partner for people across the state, helping residents and businesses navigate government services with clarity and ease. The department centers its work around service, teamwork, accountability, integrity, and respect. It also aims to deliver high-quality customer service, encourage innovation, and collaborate effectively while supporting a diverse, equitable, and inclusive workplace.

Role summary

This opening sits within the Vehicle Services Program of the Division of Motor Vehicles. The program helps protect vehicle buyers by reviewing title applications and ensuring that legal, negotiable certificates of title are issued correctly. The team communicates with the public by email and through the contact center, and it also provides guidance and training to authorized state agents.

The department is seeking a detail-oriented customer service professional to join the Vehicle Services contact center. In this role, you will manage customer account information in internal systems, support Colorado residents with accurate and timely information, and help handle a high call volume while keeping wait times down. This position is a strong fit for someone who enjoys public service and wants to work for the State of Colorado.

Primary duties

• Provide guidance to counties and the public on title and registration matters by phone, online chat, and written communication.
• Review application materials for compliance with Colorado statutes, federal law, Colorado regulations, and administrative procedures.
• Process and update applications correctly and support the issuance of vehicle titles.
• Explain Colorado title application requirements to government agencies, dealers, and the general public, including motor vehicle record searches and related tasks.
• Assist callers with website-related questions and basic technical support.
• Work collaboratively as part of a contact center team.

Remote work expectations

This role is designated as remote, though employees may occasionally need to report to a department office depending on business requirements. The employee is responsible for maintaining a suitable home office or other remote workspace, along with internet access and a secure Wi-Fi connection. All performance, productivity, and policy standards apply to remote work just as they would in an office setting.

Eligibility and minimum qualifications

This posting is open only to residents of Colorado at the time the application is submitted.

Applicants must have either:

• At least 2 years of relevant experience in customer service and/or contact center or call center work; or
• A combination of related education and relevant experience equal to 2 years in fields such as Business Administration, Accounting, Public Administration, Political Science, Communications, or a similar area.

Relevant customer service experience may include direct support of customers in person, by phone, online, or in a contact center; accurate data entry into programs or databases; routine use of email, Microsoft Office, and Google Suite tools; use of scanners, printers, copiers, fax machines, and similar equipment; drafting professional correspondence and documents; and checking information for accuracy and completeness while preparing routine reports.

Experience must be clearly documented in the application. Part-time experience will be prorated.

Preferred background

The ideal candidate will bring experience in regulated customer service work, strong written and verbal communication skills, excellent client service, sound analytical ability, strong organization and time management, a high level of accuracy, comfort working in a team environment, familiarity with Google Suite, contact center experience, and confidence working and training remotely.

Employment conditions

Employees in this role are considered to be in a position of public trust and are expected to maintain a high standard of honesty, integrity, and public confidence.

As a condition of employment, all staff must file required Colorado Individual Income Tax returns and remain current on tax obligations. Final candidates must also pass a background investigation and reference check before appointment. Some positions may require additional scheduled background investigations depending on the duties.

If the role involves driving a state-owned vehicle, the employee must maintain a safe driving record and a valid driver license before operating that vehicle. In addition, motor vehicle records will be reviewed for workers who have an assigned fleet vehicle, are required to drive as part of the job, or use a state fleet pool vehicle.

Application screening and process notes

Human Resources will review only the work experience and job duties listed in the online application to determine minimum qualification eligibility. Only complete applications submitted before the closing date will be considered.

Do not use phrases such as “see resume” or “see attached” in the application. Resumes and cover letters cannot replace the official state application, though a resume is recommended and a cover letter may be included if requested by the manager. Employment history should be listed beginning with the most recent position and should include part-time, temporary, and volunteer roles. If you held multiple jobs with the same employer, list each separately. Information must be accurate, including dates of employment; falsified information may result in disqualification or removal after hire. The eligible list from this posting may be used to fill additional vacancies.

Communication and appeals

All status updates during the selection process will be sent by email. Applicants should ensure that messages from state.co.us and info@governmentjobs.com are allowed and should monitor spam or junk folders.

If an applicant is removed from an employment list or otherwise disqualified during the process, a review may be requested through the State Personnel Director. A written appeal using the official appeal form must be submitted by email to the State Personnel Board within 10 calendar days of notice or acknowledgment of the department’s action. Additional information is available through the Colorado State Personnel Board rules and procedures.

Equal opportunity and accommodation

The State of Colorado is committed to equity, diversity, and inclusion and seeks to build workplaces that respect all Coloradans. Hiring and advancement are based on merit and fitness, and the state does not discriminate on the basis of protected characteristics under applicable law. Military veterans receive preference where applicable.

The Colorado Department of Revenue provides reasonable accommodation to qualified individuals with disabilities for the application process, interviews, testing, selection, and essential job functions when doing so does not create undue hardship. Candidates who need accommodation may contact the department through the designated ADAAA inbox.

Applicants who cannot apply online may submit a paper application by email to the department by the closing date and time listed in the announcement.

Appointment and pay rules

Appointment to this vacancy is expected to come from the eligible list created by this announcement, though the appointing authority may choose a different method for a valid business reason. Former or current State employees are subject to the Step Pay Program, which requires pay to meet or exceed the proper step rate for the classification based on completed years in the current class series.

Department mission and values

The department’s broader mission is to support Coloradans through trusted public service and well-run government processes. Its work is guided by service, teamwork, accountability, integrity, and respect, with a strong emphasis on innovation, collaboration, and an inclusive culture.