Customer Service Representative, Vehicle Services Program

Department Overview

The Colorado Department of Revenue aims to be a reliable partner for people across the state, helping Coloradans handle government processes smoothly so they can succeed. Its work is guided by service, teamwork, accountability, integrity, and respect. The department also focuses on helping businesses and individuals through strong service, innovation, and collaboration, while maintaining an inclusive workplace that values diversity.

Role Summary

This opening sits within the Vehicle Services Program of the Division of Motor Vehicles. The program supports the issuance of legally valid title certificates by reviewing title applications and protecting the public during vehicle purchases. Team members also communicate with the public by email and through the contact center, while also supporting and training authorized state agents.

The department is looking for a service-driven contact center professional who is comfortable with high call volume, accurate data entry, and handling customer account information in internal systems. The right candidate will use strong customer service skills to help Colorado residents quickly and clearly, while contributing to a team-based environment.

Primary Duties

• Answer title and registration questions from counties and the public by phone, online chat, and written communication.
• Review application materials to confirm they comply with Colorado statutes, federal law, state regulations, and administrative procedures.
• Process application updates correctly and support the issuance of titles.
• Explain title application requirements to agencies, dealers, and the public, including motor vehicle record searches and related processes.
• Assist callers with website-related questions and technical troubleshooting.
• Work collaboratively with a team of contact center representatives.

Remote Work Expectations

This role is designated as remote, although the employee may be asked to report to a department office depending on operational needs. The employee must maintain a suitable home office or other remote workspace, along with reliable internet service and a secure Wi‑Fi connection. All productivity, performance, and policy standards apply in the same way they would for an office-based employee.

Residency Requirement

This posting is open only to people who are residents of Colorado at the time they submit their application.

Minimum Qualifications

Applicants must have either:

• At least 2 years of relevant experience in customer service, contact center, or call center work; or
• A combination of related education and relevant experience equal to 2 years.

Relevant experience may include, but is not limited to:

• Providing strong service in a contact center or online environment while working with people at different levels.
• Entering data into systems such as appointments, contact details, and customer records.
• Using email, Microsoft Office, and Google Suite as part of everyday work.
• Operating office technology such as scanners, printers, copiers, and fax machines.
• Writing professional emails, letters, reports, briefings, forms, and memoranda.
• Checking information for accuracy and completeness and compiling routine reports.

Part-time experience will be prorated. Experience must be clearly listed in the application and should not be left vague. Resumes and cover letters do not replace the official online application.

Preferred Qualifications

• Experience in a regulatory customer service environment within state government.
• Strong written and verbal communication ability.
• Excellent client service skills.
• Solid analytical thinking.
• Strong organization and time management.
• High accuracy and close attention to detail.
• Teamwork experience.
• Comfort using Google Suite.
• Background in contact center work.
• Experience working and training in a remote setting.

Employment Conditions

Employees hold positions of public trust and must maintain honesty, integrity, and public confidence at a high standard. As a condition of employment, all personnel must file required Colorado Individual Income Tax returns and pay any tax obligations. Pre-employment review of tax records/accounts will be completed to verify compliance. Final candidates must also pass a background check and reference review, and some positions may require additional scheduled background investigations.

If the role requires operation of a state-owned vehicle, the employee must maintain a valid driver license and a safe driving record. Motor vehicle records will also be reviewed for workers with an assigned fleet vehicle, those required to drive as part of the job, or those using a state fleet vehicle as a pool vehicle.

Application Review Process

Only the work history and duties sections of the online application will be reviewed to determine minimum qualification status. Applications must be complete and submitted before the closing date. Applicants must not use phrases such as “see resume” or “see attached” in place of full details. The eligible list from this posting may be used to fill additional vacancies.

Communication and Email Notices

All updates about the selection process will be sent by email. Applicants should make sure their email account accepts messages from state.co.us and info@governmentjobs.com, and should also monitor junk or spam folders.

Appeal Rights

Applicants removed from an employment list or from consideration during selection may request review by the State Personnel Director. A written appeal must be submitted using the official appeal form and delivered to the State Personnel Board by email within 10 calendar days of receiving notice or acknowledgement of the department’s action. Additional rules are set out in the Colorado Code of Regulations and the State Personnel Board rules.

Equal Opportunity and Accessibility

The State of Colorado is committed to fairness, equal opportunity, and hiring based on merit. It does not discriminate in hiring, advancement, or employment practices and encourages applicants from all backgrounds, identities, and abilities. Qualified veterans are given preference as applicable by law.

The Colorado Department of Revenue will provide reasonable accommodation for applicants or employees with disabilities during the application process, interviews, testing, selection, or essential job functions, unless doing so would create an undue hardship. Accommodation requests can be directed to the agency’s ADAAA inbox.

Alternative Application Method

If an applicant cannot apply online, a paper application may be used and must be emailed to the listed department address by the closing date and time for the posting.

Appointment Method

The vacancy is expected to be filled from the eligible list created by this announcement, though the appointing authority may choose a different appointment method if there is a valid business reason.

Step Pay Program

Under the Step Pay Program, any current or former State employee must receive pay at or above the applicable step rate for their classification based on completed years in the current class series.