Technical Specialist

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!, * 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 - up to one day per week.
• 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!, o Your cover letter must be limited to no more than two (2) pages. o Please address your cover letter to Victor Vargas, DMV Customer Assistance Coffee Creek Supervisor. o Generic cover letters that do not address the qualities that you have under the “what we’d like to see” section may receive lower scores than those that addressed the desired qualities. o You must upload your cover letter in the ‘Resume/Cover Letter’ section of the application.

• 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 or Oregon National Guard servicemember, 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., * 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].
• The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an education institution during the application process.
• 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.

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., * 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 course of action needed.
• Experience working as part of a team in a constantly changing, fast-paced environment with preference for correctional facility experience.
• Experience working with sensitive information and maintaining confidentiality.