10/16/2024 10/27/2024 Employment Department 3,218.00 - 4,338.00 Employee Customer Care Representative (Public Service Representative 3) – Numerous Limited Duration Positions Available for Hybrid Remote Work!

• 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.

• 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

• 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.

• 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.

• 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.

• 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.

• 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).

• 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!

• If you have questions about the position or need an alternate format to apply, please contact us at 503‑947-1289;

  humanresources@employ.oregon.gov

  . 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