What are the responsibilities and job description for the Service Representative (Public Service Representative 4) position at Department of Consumer & Business Services?
Initial Posting Date:
03/12/2025
Application Deadline:
03/26/2025
Agency:
Department of Consumer & Business Services
Salary Range:
$4,207 - $5,842
Position Type:
Employee
Position Title:
Service Representative (Public Service Representative 4)
Job Description:
Our mission...
To equitably protect and empower consumers and workers while maintaining a predictable yet innovative regulatory environment for the businesses we regulate.
The
Department of Consumer and Business Services
(DCBS) is a progressive business regulatory state agency dedicated to the mission of protecting and serving Oregon's consumers and workers while supporting a positive business climate. The department administers state laws and rules governing workers' compensation, occupational safety and health, financial institutions, insurance companies and building codes. The department has consumer protection and education programs, offices, and ombuds to help consumers, injured workers, and businesses.
This position is with the
Division of Financial Regulation
(DFR). DFR’s mission supports that of the department by protecting Oregonians’ access to fair products and services through education, regulation, and consumer assistance. The division is responsible for ensuring the safety and soundness of financial institutions, the availability and affordability of financial products, and the fair treatment of consumers. Functions include licensing, regulating, and monitoring the conduct of banks, credit unions, financial services providers, health care service contractors, insurance companies, and licensed or registered agents of such entities.
This position is represented by the Service Employees International Union (SEIU).
What’s in it for you:
- Rewarding work in a productive and creative environment
- Colleagues who are passionate about public service
- Work/life balance, 11 paid holidays a year, and acompetitive benefits package
- Advancement and learning opportunities that will help grow your career with the State of Oregon
- Possible eligibility for thePublic Service Loan Forgiveness Program
This position is eligible for
hybrid remote work
on a part-time basis once the incumbent has gained the proficiency to perform work independently. However, regular, scheduled office hours are also required.
Here’s what you will do:
As a Service Representative, you will assist in the administration, coordination and operational oversight of program functions that affect the Consumer Education and Advocacy team. Duties include:
- Assisting in daily phone coverage as first point of contact for general inquiry (support) calls
- Establishing and/or completing new complaint forms online
- Determining the best advocate or DFR individual to respond to inquiries as needed
- Corresponding with consumers through written correspondence when their complaint does not fall within DFR’s authority
For a complete listing of the duties and responsibilities of this position, please review the position description by clicking
here
.
Here’s what you need to qualify:
Minimum Qualifications:
- Three years of experience performing public contact and/or customer service duties comparable to the work of a Public Service Representative. 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.
Requested Skills:
- Good work ethic – reliable and dependable
- Experience with professionally and courteously assisting customers and stakeholders in person, in writing, and by telephone
- Outstanding verbal and written communication skills
- Ability to work independently, both conducting research and problem solving
- Ability to handle calls with consumers who are upset and stressed
- Strong interpersonal skills
- Strong attention to detail
- Excellent proofreading skills
- Proficient with Outlook, Word, and Excel
- Efficient and effective use of time in a fast-paced environment
- Ability to manage multiple tasks with interruptions and to manage a workload of competing priorities
- Preference may be given to candidates who are able to speak, read, and write Spanish fluently
Application information:
- A resume and cover letter are required for this job posting. Please attach them in the “Resume / Cover Letter” section of the application.
- Please ensure that you clearly demonstrate in your application materials that you meet the qualifications and requested skills listed above and that you follow all instructions carefully. Only complete applications received by the posted application deadline date will be considered.
- You may be asked to submit a skills assessment, a writing sample, or a video interview as part of the application screening process.
Additional information:
- Per the Pay Equity Law passed in 2017, a pay equity analysis will be conducted to determine what pay step the successful candidate will be offered. The analysis will be based on the relevant experience, education, training, and certifications documented in the application materials. On average, candidates new to state service will most likely be offered compensation in the lower to mid-level of the salary range.
- The salary range listed is the non-PERS eligible rate. If you’re already a participating PERS member or once you become PERS eligible after 6 months of employment, the salary range will increase by 6.95% and the required 6% employee retirement contribution will be deducted from your pay.
- This position is subject to a fingerprint background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.
- Eligible veterans who meet the qualifications will be given veterans' preference. For further information, please see the following website:Veterans Resources. NOTE: If claiming veterans’ preference please be sure to check your Workday account for pending tasks or actions under your “My Applications” section.
- We hire preferred workers! For more information, please visit our website:Preferred Worker Program.
- The Department of Consumer and Business Services (DCBS) does not offer VISA sponsorships. If your employment authorization and documentation is contingent on sponsorship now or in the future, you will not meet our agency employment eligibility standards. Within three days of hire, you will be required to complete the US Department of Homeland Security's I-9 form confirming authorization to work in the United States. DCBS will useE-Verifyto confirm that you are authorized to work in the United States.
Helpful links and contact information:
Learn more about
DCBS
DCBS Career Fairs and Workshops
Understanding the State Application Process
Help and Support
webpage
For more information you may contact us by e-mail at
DCBS.Recruiting@dcbs.oregon.gov
.
DCBS is fully committed to attracting, retaining, developing, and promoting the most qualified candidates without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, or veteran status. For more information, please visit our
diversity, equity and inclusion webpage
.
