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Job Description:

Administrative Specialist 1 – DMV Information Specialist (Multiple Positions)
Oregon Department of Transportation
Driver & Motor Vehicle (DMV) Services Division – Customer Services Group
Customer Assistance Section
Salem

The role:

We are hiring for multiple positions! As an information specialist, you will provide high-quality customer support over the phone, by email and written correspondence, to guide individuals through DMV processes, from title and registration issues to driver licensing and reinstatements, and everything in-between. You will act as a resource for both customers and field offices, addressing a range of driver and vehicle issues, as well as contributing to procedural improvements. If you are passionate about helping people navigate complex processes, enjoy problem-solving and thrive in a fast-paced environment, this position offers a unique opportunity to make a direct impact. Apply today!

We encourage people from all backgrounds to apply for our positions. We hope you’ll join us on our path to increasing diversity, equity, inclusion and belonging through our values, commitments, strategies and actions.

Before applying, visit our applicant information website to learn more about our process. If you are a current State of Oregon employee, you must apply through your employee Workday profile.

A day in the life:

• Work is performed in a call center environment with high volume calls routed through and distributed by an automatic call system.

• Explain, summarize and apply laws, rules, policies, procedures, regulations and programs to ensure customers understand compliance requirements.

• Order and assemble for mailing informational pamphlets, forms and literature to aid in understanding agency programs and procedures.

• Ask questions and clarify issues to identify appropriate actions needed.

• Research, order, receive, review and analyze documents for situations requiring further or ongoing investigation and/or action.

• Formulate fact-based conclusions to identify appropriate course of action and inform customer of required processes or options to gain compliance.

• Review documents for accuracy and completeness, comparing data and updating as needed.

• Consult with subject matter experts and/or specialized references to aid in answering or solving inquiries.

• Communicate daily with customers, including with those who may be upset at times.

• Work schedule is normally 8 a.m. to 5 p.m. - work schedules may be adjusted to accommodate coverage for field offices and may require working extended hours and on Saturdays. Hybrid work options available after trial service is completed pending approval.

• 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!

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Minimum qualifications:

Two years of secretarial or basic administrative support experience that includes records processing, generating documents, and gathering and sorting data;

OR

An associate degree in general office occupations and one year of experience with records processing, generating documents, and gathering and sorting data;

OR

An equivalent combination of education and experience.

What we’d like to see:

If you have these attributes, let us know in your application materials! It's how we will choose whom to move forward! You do not need to have all these qualities to be eligible for this position. We may also use transferable skills, experience, education and alignment with ODOT values to help us decide who will move forward.

• Experience in providing focused, constant high volume, first contact information to customers.

• Strong communication skills: Ability to question, clarify and formulate conclusions to determine appropriate service and/or course of action(s) needed.

• Skilled in gathering information regarding laws, rules, policies, procedures or service and explaining them to customer(s) in person, in writing or on the telephone.

• Demonstrated ability to assist in difficult or complex situations and maintain composure when assisting customers back to back.

• Basic knowledge of proper grammar, punctuation, spelling, capitalization and sentence structure.

• Ability to read, write and speak fluently in Spanish is preferred.

How to apply:

• Complete the following required steps:

  • Fill out the application or attach a resume. Please contact the recruiter under the ‘Need help?’ section if you have any questions about how to fill out the experience fields or to attach a document. Your submitted experience fields or attached resume must include dates (MM/YYYY) for each employer.

  • Attach a cover letter. Your cover letter should clearly demonstrate how your experience and training relates to the qualities that you have under the “what we’d like to see” section above.

    • Your cover letter must be limited to no more than two (2) pages.

    • Please address your cover letter to Michael Auch, Customer Assistance Unit Manager 1.

    • 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.

    • 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, 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.

Need help?

• For questions, call 971-345-1967 or email ODOTRecruitmentJS@odot.oregon.gov.

Additional information:

• 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]. We are also unable to proceed with Curricular Practical Training (CPT) program requests.

• 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.

• 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.

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Call center, customer service, communication, technical assistance, technical support