Job Information
State of Colorado Technical Customer Service Manager in Statewide, Colorado
Technical Customer Service Manager
Print (https://www.governmentjobs.com/careers/colorado/jobs/newprint/4549305)
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Technical Customer Service Manager
Salary
$7,460.00 - $8,500.00 Monthly
Location
Statewide, CO
Job Type
Full Time
Job Number
AAA-1441-61824
Department
Department of Personnel & Administration
Division
Division of Central Services
Opening Date
06/21/2024
Closing Date
7/8/2024 11:59 PM Mountain
FLSA
Determined by Position
Type of Announcement
This position is open only to Colorado state residents.
FLSA Status
Exempt; position is not eligible for overtime compensation.
Department Contact Information
Heather Siegal heather.siegal@state.co.us
Primary Physical Work Address
Eligible for a hybrid flexible work assignment within Colorado and may be required to work on site at 1001 E 62nd Ave Denver, CO 80216 as necessary to meet business needs.
How To Apply
Please submit an online application for this position at https://www.governmentjobs.com/careers/colorado. Reach out to the Department Contact to apply using a paper application, including any supplemental questions. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed.
Description
Benefits
Questions
Department Information
This position is only open to Colorado state residents.
NOTE: This posting may fill more than one vacancy.
Thank you for your interest in working for the State of Colorado. Join us and find meaningful work in public service to our state and its residents, helping to make Colorado a great place to live and work in. Please watch the short video below for tips on applying.
Apply for a job with the State of Colorado (https://www.youtube.com/watch?v=vUwZiY6G24U&feature=youtu.be)
To learn more about what happens after you apply for a position with the State of Colorado, please watch the short, informative video
What Happens After You Apply (https://youtu.be/Bevm6F3LfBM)
Committed to Diversity - We foster a workforce that is reflective of the communities we serve. If you’re looking for a place where you can be your authentic self at work and celebrate the uniqueness of those around you, then we want to talk to you! State of Colorado employees were asked to reflect on their experience with equity, diversity, and inclusion. Click here to learn more about their experiences
Colorado For All - Colorado Employees Reflect on Equity, Diversity, & Inclusion (https://www.youtube.com/watch?v=eAPo-IRsOZU&t=3s)
The Department of Personnel & Administration (DPA) is the foundation for dependable state government, leading with responsiveness, integrity, and teamwork. We provide services to other government agencies and all Coloradans by taking bold initiative toward a government with engaged employees, innovative solutions, and constructive partnerships.
DPA provides a wide range of programs and services, from custodial & maintenance to financial and human resources support, which assist other state agencies in fulfilling their missions. At DPA, there are countless opportunities to contribute to meaningful work that supports and serves the people of Colorado. The wide variety of positions in DPA allow individuals to learn about state operations and provide for long-term career growth.
If your goal is to build a career that makes a difference and build greater public confidence in good government, consider joining the dedicated people of the State of Colorado; it's a chance to combine your expertise with public service. Our professionals strive to support state government and the residents of Colorado. Customer service is a key component for every position in state government as is the focus on ideas and ways to redesign the delivery of services in making state government more.
Good Government Starts Here!
Why We Want You:
We want your expertise, positive energy, drive to succeed, and love of this great state as we work to elevate the expectations Coloradans have of their government.
What You'll Get From Us:
In return for the skilled work you do, DPA provides a competitive compensation and benefits package to accompany employment opportunities. Please see the Benefits Overview video (https://www.colorado.gov/pacific/dhr/benefits) for details on the benefits offered to employees.
Description of Job
The Technical Customer Service Manager reports into the Integrated Document Solutions (IDS) unit of the Department of Personnel (DPA), and is responsible for all aspects of customer service and customer relationships. The Technical Customer Service Manager is responsible for leading Variable Data Design and Account Management staff in developing and sustaining robust systems and processes for order entry, data design and order fulfillment. The Technical Customer Service Manager fosters a cooperative environment, focused on delivering superior customer service and driving constant process improvements. The Technical Customer Service Manager works collaboratively with the Operations Manager to provide a seamless, transparent and effective process for the delivery of print and mail services to the clients. Management of the IDS Technical Customer Service Group - This position is responsible for supervision including performance management, resolving informal grievances, documentation to support corrective and disciplinary actions, and professional development. Designs and implements processes and procedures, provides guidance to staff regarding process improvement, makes changes to staffing patterns during peak periods, as well as other supervisory duties.
Duties include:
Variable Data Design:
In conjunction with the Office of Information Technology, reviews and approves software acquisition and ensures software infrastructure is optimized
Designs, constructs and maintains variable data templates using variable data programming software
Constructs templates based on customer requirements using a variety of scripting languages for data triggers, sample data and data headers
Designs, constructs and maintains Watch server variable data watch processes
Maintains workflow paths through a variety of print queues, storage folders and direct-to-print processes
Coordinates vendor service, maintenance calls, and works with software technicians to resolve problems and schedule system time with vendor if necessary
Account Management:
Develops and fosters collaborative relationships with customers in order to provide exceptional service and accurately forecast future needs
Develops and implements new strategies and services that enable customers to succeed
Actively identifies and on-boards new customers and services.
Conducts frequent outreach activities to develop a deep understanding of customer requirements and to ensure that all state and local agencies are aware of the services offered by IDS Denver
Maintains knowledge of print and mail industry best practices through regular communication with industry peers and involvement in professional trade organizations and events
Develops sustainable relationships with internal customers, up to and including executive level and Governor’s Office staff
Develop print/mail specifications, analyze most cost effective/efficient ways of developing the request, conduct bid requirements, if necessary, ensure completed job is delivered timely and meets all customer requirements
Facilitates presentations and training for customer base and gathers data, conducts a needs analysis, and plans for future requirements based on regular customer meetings
Prepares reports on data received, feedback, recommendations, and status of job requirements
Answers inquiries and assists in vendor disputes regarding any print and/or mail requirements.
Maintains customer records and prepares any necessary reports for regular customer meetings.
Proposes strategies to executive management to better serve customer agencies, including but not limited to existing products, services and distribution of information in addition to new products and services.
Human Resources Management:
Creates and maintains a positive work environment that embraces DPA’s core values of inclusivity, service, teamwork, integrity, responsiveness and transparency
Establishes and maintains a high performing, engaged workforce through effective leadership strategies
Leads efforts to hire and retain top talent
Develops individual goals, evaluates and manages performance, approves leave and resolves conflicts
Ensures that proper materials and equipment are available to complete work assignments and develops training programs to enhance job knowledge
Leads by example, promotes accountability, and is readily available to coach and support the IDS staff
Resolves personnel and performance issues, and makes recommendations for disciplinary and corrective actions
Interacts effectively with all levels of the organization, including production staff and DPA executive leadership
Maintains compliance with department and universal policies, Federal and State law, Personnel Director’s procedures and Board rules
Other duties as assigned
Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
*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, but may be attached. 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. Resumes WILL NOT be reviewed for minimum qualification screening. If it is determined that you meet the minimum qualifications, your application will also be used as part of the comparative analysis process to identify a top group for further consideration.
Residency Requirement:
This posting is only open to residents of the State of Colorado at the time of submitting your application.
Class Code & Classification Description: (New)
H1A2XXPROGRAM MANAGEMENT I (https://drive.google.com/file/d/0B4enHpLSVk4eQjFoWE10NVJSX1U/view?usp=sharing&resourcekey=0-VJYWFDAOXlezd5Kua_eqQA)
MINIMUM QUALIFICATIONS:
Experience Only:
At least eight (8) years of relevant experience in an occupation related to all aspects of customer service, customer relationships and managing staff in developing and sustaining robust systems
OR
Education and Experience:
A combination of related education and/or relevant experience in customer service, customer relationships, and managing staff in developing and sustaining robust systems for at least eight (8) years
Theexceptional candidatewill possess the proven ability or accomplishment in the following preferred qualifications:
Previous State Service related to the work assigned to the position
Knowledge of variable data design and software applications
Strong background in Customer Service / Account Management
Experience in leading organizations
Continuous process improvement
Experience in a manufacturing / production environment
Business Acumen Competency
Conditions of Employment:
A pre-employment criminal background check will be conducted as part of the selection process.
Shift Work: Must be able to work 1st, 2nd or 3rd shift
Comparative Analysis Process The comparative analysis process for this position may consist of a structured application review, and a structured interview.
Appeal Rights:
An applicant who has been removed from an employment list or removed from consideration during the selection process may request a review by the State Personnel Director.
As an applicant directly affected by the results of the selection or comparative analysis process, you may file a written appeal with the State Personnel Director.
Review of the completed, signed and submitted appeal will be timely on the basis of written material submitted by you, using the official appeal form signed by you or your representative. This form must be completed and delivered to the State Personnel Board by email at dpa_state.personnelboard@state.co.us within ten (10) calendar days from your receipt of notice or acknowledgement of the Department’s action.
For further information on the Board Rules, you can 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/board-rules .
Supplemental Information
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.
Accommodations : The Department of Personnel & Administration 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, Bree Hanson bree.hanson@state.co.us (brean.hanson@state.co.us) or 303-866-4244
The State of Colorado offers permanent employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: www.colorado.gov/pacific/dhr/benefits
Please note that each agency's contact information is different; therefore, we encourage all applicants to view the full, official job announcement which includes contact information and class title. Select the job you wish to view, then click on the "Print" icon.
01
This position requires Experience Only: At least eight (8) years of relevant experience in an occupation related to all aspects of customer service, customer relationships and managing staff in developing and sustaining robust systems OR Education and Experience: A combination of related education and/or relevant experience in customer service, customer relationships, and managing staff in developing and sustaining robust systems for at least eight (8) years Do you meet this qualification?
Yes
No
02
If you selected yes, please tell us about your qualifying education or equivalent experience here, including names of organization and dates of service.
03
What experience do you currently possess, or research you have completed in preparation for this interview, related to variable data design?
04
What knowledge/experience do you have in IT Infrastructure and applications?
05
In dealing with customers and accounts, what is the most important aspect about achieving customer satisfaction?
06
What interested you about this particular position?
07
If offered this position, is the salary listed acceptable to you?
Yes
No
08
Please describe how you learned of this job opening.
Required Question
Agency
State of Colorado
Address
See the full announcement by clicking
the "Printer" icon located above the job title
Location varies by announcement, Colorado, --
Website
https://careers.colorado.gov/
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