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Public Service Representative 4 – Technical Specialist
Oregon Department of Transportation
Driver & Motor Vehicle (DMV) Services Division
Customer Assistance Section / Coffee Creek Correctional Facility

Wilsonville

The role:

Join our team as a technical specialist where you will provide expertise over the phone, in writing and other communication methods to both headquarters and adults in custody phone agents in driver licensing, vehicle titling and registration. You will provide necessary support to ensure the successful completion of duties by the adults in custody and provide explanation and interpretations of DMV laws, policies and procedures. You will work within the call center at Coffee Creek Correctional Facility. Bring your customer service and public contact experience to our team and apply today!

We encourage people from all backgrounds to apply for our positions. We hope you’ll join us on our path to increasing diversity, equity, inclusion and belonging through our values, commitments, strategies and actions.

Before applying, visit our applicant information website to learn more about our process. If you are a current State of Oregon employee, you must apply through your employee Workday profile.

A day in the life:

• Provide onsite technical assistance directly to adults in custody satellite phone agents at Coffee Creek Correctional Facility and Oregon State Correctional Institutions.

• Provide accurate and corrective information to customers by reviewing records, look-ups, court compliance and suspended records.

• Navigate all next level escalation calls, more complex transactions and advanced technical expertise inquiries.

• Act as a liaison and coordinate processes between customers, other states, other agencies and all DMV service groups.

• Provide information, advice and interpretation of laws, rules, policies and procedures to the public directly over the telephone and in writing.

• Coordinate final resolutions specific to problems or record/account entries on vehicle documents.

• Update and educate all customer assistance staff on new procedures, legislation and changes in policy.

• Review documents for accuracy, sort and route corrections and transaction work to the appropriate DMV areas for processing.

• Assist in all satellite user testing, security audit testing and act as remote liaison for onsite computer troubleshooting.

• Work is done within the call center at Coffee Creek Correctional Facility and requires direct daily contact with adults in custody. In office work is required with remote work options available.

• To request a copy of the position description, which includes all duties and working conditions, please email ODOTRecruitment@odot.oregon.gov.

What’s in it for you:

• Work/life balance, 11 paid holidays a year, flexible work schedules, paid leave and so much more. Learn more about working at the Oregon Department of Transportation and the benefits we offer.

• Comprehensive and equitable base salary offer within the listed range. Through an equal pay assessment, we will determine the salary offer using the information you provide in your submitted application materials. Please ensure your application materials are detailed, accurate and reflect your skills, experience (paid and unpaid) and education as they relate to the position when applying.

• The salary range listed is the non-PERS monthly salary range. If you are already a participating PERS member or once you become PERS eligible, the salary range will increase by 6.95%.

• Public Service Loan Forgiveness opportunity!

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Minimum qualifications:

Three years of experience performing public contact and/or customer service duties comparable to the work of a public service representative.

NOTE: At least two years of this experience must include dealing with the public in-person or by phone providing information about services and programs; explaining rules, programs, and procedures; and/or providing assistance, explaining requirements, and gaining compliance.

What we’d like to see:

If you have these attributes, let us know in your application materials! It's how we will choose whom to move forward! You do not need to have all these qualities to be eligible for this position. We may also use transferable skills, experience, education and alignment with ODOT values to help us decide who will move forward.

• Experience gathering information regarding laws, rules, policies, procedures or services and explaining them to internal and external customer(s) in person, in writing, or on the telephone.

• Demonstrated ability to assist in difficult or complex situations and provide information obtained from a database system.

• Proven strong communication skills including the ability to question, clarify and formulate conclusions to determine appropriate service and/or course of action(s) needed.

• Experience working as part of a team in a constantly changing, fast-paced correctional facility or similar environment a plus.

• Experience working with sensitive information and maintaining confidentiality.

How to apply:

• Complete the following required steps:

  • Fill out the application or attach a resume. Please contact the recruiter under the ‘Need help?’ section if you have any questions about how to fill out the experience fields or to attach a document. Your submitted experience fields or attached resume must include dates (MM/YYYY) for each employer.

  • Complete questionnaire. Answer the checkbox-style questions before submitting your application.

• After you submit your application, please respond to the public records request authorization and gender identity questionnaire. This screen will come after you submit and will complete the process. If you are a current State of Oregon employee, the tasks will come to your Workday inbox.

• If you are a veteran, you may receive preference. The task to upload your documents will be available after you submit your application. For privacy reasons, please do not attach your military service document(s) to your application or combine it with any other required document attachments.

Need help?

• For questions, call 971-345-1967 or email ODOTRecruitmentJS@odot.oregon.gov.

Additional information:

• We do not offer visa sponsorship. If you are hired, you will be required to fill out the US Department of Homeland Security’s I-9 form confirming you are able to work in the US. We are not an E-Verify participating employer, and we are unable to proceed if E-Verify participation is required [e.g., STEM Optional Practical Training (OPT) Extension]. We are also unable to proceed with Curricular Practical Training (CPT) program requests.

• We may use this recruitment to fill multiple or future vacancies.

• We will conduct name-based and fingerprint-based criminal background checks on final candidates under consideration for this position. All applicants may be subject to additional pre-employment check(s) such as driver license, LEDS (Law Enforcement Data System), and/or education verification as required for the position.

• You will be represented by the Service Employees International Union (SEIU).

ODOT is an Equal Employment Opportunity and Affirmative Action Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin, disability, sexual orientation or any other class protected by state or federal laws in admission or access to our programs, services, activities, hiring, and employment practices. Applicants with a disability may request a reasonable accommodation during the application process. For questions, concerns, or complaints regarding EEO/AA/ADA, contact 1-877-336-6368 (1-877-EEO-ODOT). This information can be made available in an alternative format by contacting ODOT Recruitment at 503-986-3700. Oregon Relay Service can be reached by calling 7-1-1.

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