Customer Service Representative (Office Specialist 2)

State of Oregon • Street, MD

1d • Hybrid

About The Position

The Oregon Department of Early Learning and Care is excited to announce a permanent opening for an Intake and Customer Service Representative (Office Specialist 2). We are seeking a detail-oriented and customer-focused individual to support the Child Care Licensing Division. This role involves managing high volumes of public and provider inquiries over the phone and email, providing accurate information on application processes and program requirements. The position also includes handling incoming and outgoing mail, scanning and indexing documents into the data archive system, and ensuring quality assurance of digitized records. The ideal candidate will be skilled in explaining policies, navigating internal systems, and directing individuals to appropriate resources and subject matter experts. This position follows a hybrid work schedule, requiring one in-office day per week in Salem, with remote work from home on other days. The in-office day will be discussed with the selected candidate. At DELC, we are dedicated to helping Oregon’s young children and families learn and thrive. As the state agency responsible for early learning programs, child care licensing, and family support services, we play a crucial role in shaping the future of Oregon’s children from birth to kindergarten. We administer state-funded early learning programs, including home visiting and site-based infant, toddler, and preschool services. We also develop coordinated systems through Early Learning Hubs and collaborate with Child Care Resource and Referral organizations to provide training, coaching, and quality improvement opportunities for early learning providers. With over 275,000 young children in Oregon, we have a unique opportunity to transform early childhood support systems, creating a brighter future for families across the state. Research shows that investing in early childhood has lifelong benefits, and now is your chance to be part of an agency making a lasting impact for generations to come. At DELC, we value dedication, integrity, and collective wisdom, fostering a diverse, inclusive, and welcoming workplace where all employees can thrive. We challenge ourselves to lead with courage, refine practices, and drive meaningful change for children and families statewide.

Requirements

• Two years of general clerical experience that includes keyboarding, word processing, or other experience generating documents; OR An associate degree in any field; OR An equivalent combination of education and experience.

Nice To Haves

• Demonstrated experience providing clerical or administrative support in a busy office environment, including mail processing, filing, data entry, and records management.
• Experience communicating clearly, professionally, and respectfully with the public, providers, and internal partners by phone, email, and in writing.
• Ability to explain complex program rules and guidelines and de-escalate upset customers.
• Proven ability to review applications, documents, and data for completeness and accuracy and to identify missing or incorrect information.
• Familiarity with entering, reviewing, and reconciling information across multiple databases or electronic systems while maintaining data integrity.
• Experience using standard office equipment such as desktop and laptop computers, printers, copiers, scanners, etc.
• Strong organizational and time management capabilities, including the ability to balance multiple priorities, adapt to changing workloads, quickly learn new processes, and ensure accuracy and attention to detail.
• Demonstrated understanding of confidentiality requirements and a commitment to equitable, and respectful customer service.

Responsibilities

• Respond to inquiries from the public, providers, and the general public via multi-line phone system and email, offering clear and accurate information about Child Care Licensing Division processes and requirements.
• Explain rules, policies, and procedures, and guide individuals to the appropriate resources or subject matter experts.
• Receive, sort, date-stamp, and route incoming mail; prepare and process outgoing mail.
• Prepare documents for scanning and indexing into a data archiving system, and perform quality assurance to ensure accuracy and completeness.
• Support the overall efficiency of application processing and document management through timely and organized administrative support.

Benefits

• Low-cost medical, vision, and dental coverage for you and your family, plus optional benefits like life and disability insurance, deferred compensation, and flexible spending accounts.
• 11 paid holidays, 3 personal days, 1 special day, monthly sick leave, and vacation accruals that increase every 5 years.
• Potential federal loan forgiveness after 120 qualifying payments.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees