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Bilingual Customer Support Specialist

2 months ago

Salem, United States Oregon State Government Jobs Full time

Initial Posting Date:

07/15/2024 Application Deadline:

07/29/2024 Agency:

Secretary of State Salary Range:

$4,221 - $6,137 Position Type:

Employee Position Title:

Bilingual Customer Support Specialist (Public Service Representative 4) - Bilingual English/Spanish Required LOCATION:

Public Service Building, Salem, OR SALARY: $4,221 - $6,137 /per month Non-PERS Rate $4,474 - $6,504 /per month PERS Rate Plus, an additional 5% Bilingual Differential upon successful completion of required language testing WHAT YOU WILL DO: This position provides customer support in the Corporation Division through phone calls, emails, and in person. This position assists with processing documents related to Apostille, Notary, UCC, and Business Registry filings. This is accomplished in part, but not limited to: Provide the public interpretation and explanation of laws, rules, policies, procedures to assure compliance of all documents being filed, or information requested relating to all Corporation Division programs via email, phone and public counter. Clarify issues with customers and resolve problems or complaints. Seek assistance from manager or team lead when necessary. Provide technical assistance to customers filing in our online applications. This will include basic troubleshooting of switching browsers, clearing cache, and clarifying system error messages to complete application. Research agency records in order to respond to customer inquiries, including information from databases, knowledge articles and website tools. Document phone calls through a case management system, which includes customer contact information, core reason for customer call and resolution. Refer customers to other divisions/agency staff, or to other state, federal or local government agencies for assistance. File documents for business registry, UCC, Notary, and Apostille. This recruitment may be used to fill one or more vacancies. TO QUALIFY: Your application must demonstrate education and/or experience in the following: Three years of experience working in a contact/call center or comparable 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. Preference may be given to applicants who have high-volume call center experience, demonstrate strong writing skills, and those that are multilingual. Additional Requirements: This position is bilingual and requires duties to be done in both English and Spanish. Job offer will be contingent upon passing language test(s) evaluating proficiency. As the most competitive candidate, your application will demonstrate the following requested skills and experience: Experience answering questions and providing information by telephone, in writing, and in person to internal and external customers. Experience entering and/or retrieving data from a computer database while on a call. Experience providing technical assistance, troubleshooting and/or error resolution for clients/customers. Demonstrate strong organizational and multi-tasking skills with attention to detail, including use of multiple computer systems, in a fast-paced environment. Experience working with the public through multiple communication channels which include Call Center, email, and in person customer contacts. Experience in explaining laws, rules, regulations, and policies. Demonstrate strong computer skills with a focus on speed and accuracy. HOW TO APPLY: Click apply Upload your

resume Complete job history and education sections to clearly demonstrate how you meet minimum qualifications for the position Complete

application questionnaire Submit your finalized application Complete additional inbox questionnaires on confidentiality and veteran status Check back periodically for additional actions Please note: you must attach your resume to your application and complete the job history and education sections of the application. Failure to submit the required materials will remove your application from consideration. ABOUT THE AGENCY: The Oregon Secretary of State is one of three constitutional offices created at statehood. As an independent constitutional officer, the Secretary of State answers directly and solely to the people of Oregon. The Secretary of State employs approximately 240 full-time, part-time, and temporary employees. The Secretary oversees the functions of seven program divisions: Archives, Audits, Corporation, Elections, Business Services, Information Systems, and Human Resources. OUR MISSION: Build trust between the people of Oregon and our state government so that public services can make a positive impact in peoples’ lives. OUR VALUES: Access for all:

We elevate equity through identifying and actively eliminating barriers. Authenticity:

We have integrity and are honest and true to ourselves and others. Clarity:

We share stories, using plain language to increase understanding and impact. Respect:

We are committed to serving the people of Oregon and strive to understand all viewpoints. Service:

We are responsive and prioritize the needs of current and future Oregonians we serve. WHAT’S IN IT FOR YOU: Family Friendly Work Life Balance

(paid time off, 12 holidays, 3 personal days, short and long term disability benefits) Take Care of Yourself and Your Family:

(comprehensive employee benefits, choice of medical plans, vision plan, life insurance, child care flexible spending account, employee assistance program) Celebrate Uniqueness:

Diversity and inclusion are cornerstones of our values. We recognize that diversity and inclusion are critical to developing a talented, high-performing workforce and are committed to providing a supportive work environment in which all of our employees can thrive and reach their full potential. Invest in Your Future:

(Pension plan, deferred comp, short and long term disability plan, flexible spending accounts for healthcare and dependent care) Be Appreciated:

(employee recognition events, agency unique employee recognition program allowing for additional leave options such as vacation buy-out and sick leave roll-over, dynamic employees doing impactful work) ADDITIONAL INFORMATION: Additional applicant screening will depend on the number of qualified applications received. Screening may include skills testing, the results which may be used as part of the applicant evaluation process. Candidates whose background most closely matches the qualifications and required/requested skills of this position will be invited to an interview. Successful candidates must pass a criminal history check. Adverse background data may be grounds for immediate disqualification. Eligible veterans who meet the qualifications will be given veterans' preference.

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