Contact Center Analyst
Initial Posting Date:
07/22/2022
Application Deadline:
08/08/2022
Agency:
Department of Transportation
Salary Range:
$2,920 - $4,327
Position Type:
Employee
Position Title:
Contact Center Analyst
Job Description:
Transportation Services Representative 1 – Contact Center Analyst
Oregon Department of Transportation
Commerce and Compliance Division
Registration Contact Center
Salem
The role:
Bring your customer service skills and represent the Commerce and Compliance Division (CCD) as a contact center analyst! In this position, you will work in a call center environment to issue permits, plates and vehicle registrations and collect taxes, fees and monetary penalties. You will also serve as a liaison to help solve problems with other agencies. The customers you’ll assist and respond to include members of the public, small businesses, mid-sized and large companies as well as international corporations.
We encourage people from all backgrounds to apply for our positions and hope you will join us on our path to diversity, equity, and inclusion. We are an agency that embraces social equity through our values, strategic planning, and actions. Leaning into our equity priorities means we continually examine what we do, the impact we have, and our progress toward weaving social equity into who we are. To learn more about our social equity commitments, visit our Social Equity website.
Notice to Applicants: Each employee of the Oregon Department of Transportation in the Commerce and Compliance Division (CCD) must be aware of, and adhere to, OAR 740-020-0010 and ORS 823.007. Failure to follow applicable administrative rules and statutes may impact employment.
If you are a current State of Oregon employee, you must apply through your employee Workday profile.
A day in the life:
- Explain and apply laws, rules, policies, procedures, regulations and programs to ensure customer compliance.
- Keep up to date on all legislative, policy and procedure changes.
- Review carrier information and figure out whether registration requirements have been fulfilled.
- Determine and collect appropriate fees for transactions.
- Enter data for motor carrier applications and forms.
- Assist in the annual renewal project.
- Reconcile documents to revenue and balances for the business day.
- Reconcile discrepancies in transactions and revenue.
- Assist the public in establishing temporary permits and accounts and explain the use of forms for various transactions.
- Work is performed in a call center environment and may require working holidays, weekends or overtime.
- Hours of operation are 5:00am – midnight (PST), 7 days a week including most holidays. This position requires participation in a rotating shift schedule every six months to service these hours.
- 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, competitive benefits packages and so much more. Click here to learn about working at the Oregon Department of Transportation.
- Live, work and play in Salem, Oregon!
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What we need:
Two (2) years of public contact/customer service experience which involved dealing with the public in-person or by phone providing information about services/programs or explaining and/or applying laws, rules, regulations/procedures.
AND
Experience or training using computers to retrieve and input data.
AND
Three (3) months experience collecting money or making change.
Note: Completion of an associate's degree will substitute for one year of the public contact experience.
What we’d like to see:
If you have these qualities, let us know! It’s how we will choose whom to move forward!
Note: You do not need to have all of these qualities to be eligible for this position.
- Experience with high volume of public customer service and responding to inquiries in person or by phone.
- Experience working collaboratively with all types of people and providing excellent customer service.
- Experience explaining complicated rules, statutes and policies.
- Experience in problem solving and decision making.
- Experience collecting money, making change and reconciling credit card transactions.
How to apply:
- Before applying, click here to visit our applicant information website to learn more about our process.
- Complete the following required steps:
- Attach a resume. Your resume must include dates (MM/YYYY) for each employer. Please contact the recruiter under the ‘Need help?’ section if you have any questions about how to attach a document.
- 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 an employee, the tasks will come to your Workday inbox.
- If you are a veteran, you may receive preference. Click here for more information about veterans’ preference. The task to claim preference will come after the public records request and gender identity questionnaire tasks. Click here for a guide on how to upload your documents. For privacy reasons, please do not attach your DD214/DD215/civil service preference letter to your application or combine it with any other required document attachments.
Need help?
- For questions, call 503-910-6372 or email ODOTRecruitmentCC@odot.oregon.gov.
The fine print:
- We may also use other factors to help us decide who will move forward, such as transferable skills, experience, education, and alignment with ODOT values.
- 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.
- Don’t attach extra documents. We will only look at documents that we ask for.
- We may use this recruitment to fill multiple or future vacancies.
- We will conduct name-based criminal background checks on final candidates, including current ODOT employees. 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.
- This position is not represented by a union (unrepresented).
Human Resources/Recruitment, MS12
355 Capitol St NE
Salem OR 97301-3871
Fax 503-986-3895
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.