External User Support Coordinator (Public Service Representative 4)
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 Workers' Compensation Division (WCD). WCD administers, regulates, and enforces the laws and administrative rules governing the Oregon workers' compensation system.
This position is represented by the Service Employees International Union (SEIU).
Recruitment Timeline :
- These dates are approximate and are subject to change.
Recruitment closes : November 24, 2025
1st round interviews : week of December 1 or 8, 2025
2nd round interviews : week of December 15, 2025
Anticipated start date : January 5, 2025
What's in it for you :
Rewarding work in a productive and creative environmentColleagues who are passionate about public serviceWork / life balance, 11 paid holidays a year, and a competitive benefits packageAdvancement and learning opportunities that will help grow your career with the State of OregonPossible eligibility for the Public Service Loan Forgiveness ProgramThis position is eligible to telework 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 the External User Support Coordinator, you will be the point of contact for our external stakeholders to provide information and user support related to the new modernized technology platform, which includes the workers' compensation claim information and the workers' compensation insurance coverage and employer data systems. Duties include :
Responding to inquiries from external stakeholdersPerforming troubleshooting and initial analysis of reported issuesRouting / escalating reported issues to appropriate person or departmentMaintaining records of reported issues and inquiriesTracking issues / inquiries to completionUpdating outcomes / dispositions of requestsFor a complete listing of the duties and responsibilities of this position, please review the position description.
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 :
Strong written and verbal communication skillsAbility to analyze data to support decision-making and performance trackingAbility to identify trends in user issues and suggest improvementsCritical thinking skillsAbility to build rapport and maintain professional relationshipsCommitment to customer serviceApplication 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 are 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.The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an educational institution during the application process. This information may be required after the interview process, depending on the requirements of the position.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 use E-Verify to 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.
