Full Details of Job Post

Initial Posting Date:

10/16/2024

Application Deadline:

10/27/2024

Agency:

Employment Department

Salary Range:

3,218.00 - 4,338.00

Position Type:

Employee

Position Title:

Customer Care Representative (Public Service Representative 3) – Numerous Limited Duration Positions Available for Hybrid Remote Work!

Job Description:

Do you have a desire to provide exceptional customer service – responding to questions and providing clear, understandable explanations? Do you enjoy taking a task from beginning to end, without missing a deadline? If you have excellent organization, attention to detail, and time management skills, this job may be for you!

At Paid Leave Oregon, we are focused on designing a program where people with diverse backgrounds and experiences have full access to paid leave benefits when they need them the most. Our goal is to provide service using a trauma-informed and person-centered approach for an excellent customer experience. Our mission and vision support a workforce that is representative of the people we serve, including people at the margins of society such as Black, Indigenous and other people of color, women, people with disabilities, veterans, rural residents, people who are justice‑involved, and LGBTQIA+ folks.

We value your life experiences and encourage everyone to apply with your transferable skills and qualifications from your work, school, and volunteer experiences. To help build job-seeking skills for state employment (writing your resume/cover letter; interviewing) you can register for a virtual workshop with WorkSource Oregon.

What Will You Do?

As a Public Service Representative, you will work in a high‑volume contact center environment.

In this role you will:

• The position will provide customer care and address technical questions for a diverse population regarding the Paid Leave program.

• Assist customers in filing or resolving their claims, including providing additional information when needed.

• Conduct difficult conversations with a trauma‑informed, person‑centered approach to provide an excellent customer experience that aligns with Paid Leave Oregon’s customer care principles and the Employment Department mission.

• Foster and support actions and goals related to ensuring diversity, equity, and inclusion, including the division’s values related to accessibility and equitable outcomes. In addition, management positions will be expected to carry out the agency’s affirmative action goals.

For a full Position Description, please click here.

What We Are Looking For (Desired Attributes):

• Commitment to advancing equitable outcomes with valuing diversity and promoting inclusion

• Skilled in using computer systems to input and analyze data as well as practical experience using Microsoft Office, including Excel, Word, Outlook and databases

• Experience providing excellent customer care for both internal and external customers in a high-volume call center; ability to understand and explain program requirements over the phone

• Strong analytical skills: ability to collect, analyze, and problem-solve information

• Strong written, verbal, and nonverbal communication skills

• Demonstrates initiative and ability to provide independent judgment on an ongoing basis

• Attention to detail with time management skills for processing large amounts of information or calls

Required Minimum Qualifications:

• Two years of experience in customer service. One year of which must have included explanation of rules, regulations, and policies and responsibility for dealing with unique or unusual situations.

What’s in it for You?

• A workplace that balances productivity with enjoyment and encourages learning and mentoring.

• Rewarding work in a fast-paced, creative environment with colleagues who are passionate about public service.

• A workplace that fosters fairness, equity, and inclusion to maintain a workplace environment where everyone is treated with respect and dignity regardless of race, color, national origin, religion, sex, sexual orientation, gender identity, marital status, age, veteran status, disability, or status as a victim of domestic violence, harassment, sexual assault, or stalking. This policy applies to every aspect of our employment practices, including recruitment, hiring, retention, promotion, and training.

• Work/life balance, 11 paid holidays a year, and a competitive benefits package.

• If you have federal student loan debt or are thinking of going back to school, then you may benefit from the Public Service Loan Forgiveness Program (PSLF). PSLF allows you to make 120 qualifying payments on your student loan while working full-time for a qualifying employer. PSLF student loan debt may be forgiven. OED positions may qualify for PSLF, please visit the website for more information and/or verification.

How to Apply:

• External Applicants: Click on the “Apply” link above to fill out the online application and submit by the posted closing date. Please use the name you want us to address you by.

• Current State of Oregon Employees:  Apply through your employee Workday account. Please ensure the work history in your applicant profile is up-to-date and reflects your current position.

• Limited Duration Assignment: Current limited duration status employees will be considered for the limited duration assignment. Please apply through your employee Workday account.

• Current State of Oregon Employee - Job Rotation Option: Current permanent status employees of the State of Oregon may choose to be considered as a job rotation candidate. To apply as a job rotation candidate, you must be currently employed by the State of Oregon (regular status employees who have completed trial service), apply through your employee Workday account, and have written approval from your manager/supervisor to apply. Please attach the written approval to your application. If you are unable to obtain written approval prior to the close date, please apply and be prepared to bring to the interview your manager's/supervisor's written approval.

• Attach a resume and cover letter. Your cover letter must not exceed two (2) pages. Please upload your documents in the “Resume / Cover Letter” section of the application and ensure your documents are in MS Word or PDF format.

• In addition to your related work experience and education, we will use the desired attributes and required minimum qualifications to determine who to interview. Please make sure you demonstrate that you have the desired attributes and minimum qualifications in your application materials.

• Important: Please monitor both your email and Workday account for updates regarding this recruitment. You may be asked to submit additional information after initial application.

Additional Information:

• This is a limited duration assignment currently funded through December 31, 2025. Limited duration appointments are regular status and benefits eligible. This position may be extended beyond this date and/or have continued funding approved in the future with the potential to become permanent.

• This position is represented by the Service Employees International Union (SEIU).  

• This recruitment may be used to fill current and future Permanent, Limited Duration, Job Rotation and Temporary vacancies as they occur.

• Please ensure you’ve provided a thorough and updated application as it pertains to the position for which you are applying. This will be used to determine the salary offer based on a pay equity assessment.

• The salary listed is the non-PERS qualifying salary range. If the successful candidate is PERS qualifying, the salary range will reflect the additional 6.95%. Please review the Classification and Compensation page for more details, or you may visit our website for information on Pay Equity.

• United States Employment Eligibility: The Oregon Employment Department does not offer visa sponsorship. Within three days of hire, all applicants will be required to complete the US Department of Homeland Security's Form I-9, confirming authorization to work in the United States. The Oregon Employment Department is an E-Verify employer. If you are the successful candidate you must present your I-9 acceptable documents (See page 3) for employment verification.

Hybrid Remote Work Information:

Candidates may be approved for hybrid remote work. Hybrid remote work suitability is evaluated based upon business needs at the time of hire. Hybrid remote work approval can be revoked at any time. Candidates are expected to:

• Reside within (or be willing to relocate to) Oregon, or one of its bordering states within a reasonable commuting distance (e.g. Vancouver, Washington).

• Be able to report to the office location listed in the job posting, as necessary.

• Demonstrate access to a broadband internet connection that meets or exceeds the minimum acceptable requirements; Click Here to view the minimum acceptable requirements. OED IT Services will provide the necessary hardware to employees who are approved for remote work.

• Have a private workspace.

• Maintain good standing (i.e. no performance or attendance issues).

Veterans’ Preference:

Eligible veterans who meet the qualifications will be given veterans' preference. For further information, please see the following website: Veterans Resources, or call Oregon Department of Veterans' Affairs at: 1‑800-692-9666. NOTE: If claiming veterans’ preference, please be sure to check your Workday account for pending tasks or actions under your “My Applications” section.

Equity and Inclusion:

We foster fairness, equity, and inclusion to maintain a workplace environment where everyone is treated with respect and dignity regardless of race, color, national origin, religion, sex, sexual orientation, gender identity, marital status, age, veteran status, disability, or status as a victim of domestic violence, harassment, sexual assault, or stalking. This policy applies to every aspect of our employment practices, including recruitment, hiring, retention, promotion, and training.

• View guidance our hiring managers use at the following website: Equity and Inclusion Recruitment​ Questions

• Please read more about our Gender Identity and Expression Procedure!

Criminal Records Check:
The Employment Department is committed to being a leader in providing its employees with fair and equal employment opportunities and recognizes that as a best practice in equity and inclusion, criminal background check policies shall be job related and consistent with business necessity. For positions with authorized access to FBI Criminal Justice Information Systems (CJIS) information, a separate criminal records check is conducted by the Oregon State Police. If you would like further information on how each criminal records check is conducted, please read our Criminal Records Check Policy or contact us at the number below with any questions.

Contact Information and Helpful Links:

• If you have questions about the position or need an alternate format to apply, please contact us at 503‑947-1289; [email protected]. Please be sure to include the job requisition ID number.

• Reasonable Accommodations

• Interview Scoring Criteria used during recruitment

• Understanding the State Application Process

• Resources for Job Seekers