Technical Specialist

State of Oregon•Wilsonville, OR

21h•Hybrid

About The Position

The Oregon Department of Transportation (ODOT) Driver & Motor Vehicle (DMV) Services Division, Customer Assistance Section, is seeking a Technical Specialist to work at the Coffee Creek Correctional Facility in Wilsonville. This role provides expertise via phone, writing, and other communication methods to both headquarters and adults in custody phone agents regarding driver licensing, vehicle titling, and registration. The specialist will support adults in custody phone agents in their duties and interpret DMV laws, policies, and procedures. The position is located within the call center at Coffee Creek Correctional Facility. ODOT is committed to providing a safe and reliable transportation system and encourages applications from all backgrounds and abilities.

Requirements

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.

Nice To Haves

Experience gathering information regarding laws, rules, policies, procedures or services and explaining them to internal and external customer(s) in person, in writing, or on the telephone.
Demonstrated ability to assist in difficult or complex situations and provide information obtained from a database system.
Proven strong communication skills including the ability to question, clarify and formulate conclusions to determine appropriate service and course of action needed.
Experience working as part of a team in a constantly changing, fast-paced environment with preference for correctional facility experience.
Experience working with sensitive information and maintaining confidentiality.

Responsibilities

Provide onsite technical assistance directly to adults in custody satellite phone agents at Coffee Creek Correctional Facility and Oregon State Correctional Institutions.
Provide accurate and corrective information to customers by reviewing records, look-ups, court compliance and suspended records.
Navigate all next level escalation calls, more complex transactions and advanced technical expertise inquiries.
Act as a liaison and coordinate processes between customers, other states, other agencies and all DMV service groups.
Provide information, advice and interpretation of laws, rules, policies and procedures to the public directly over the telephone and in writing.
Coordinate final resolutions specific to problems or record/account entries on vehicle documents.
Update and educate all customer assistance staff on new procedures, legislation and changes in policy.
Review documents for accuracy, sort and route corrections and transaction work to the appropriate DMV areas for processing.
Assist in all satellite user testing, security audit testing and act as remote liaison for onsite computer troubleshooting.
Work is done within the call center at Coffee Creek Correctional Facility and requires direct daily contact with adults in custody.
In office work is required with remote work options available – up to one day per week.