| Post Code: D722 | |
| Announcement Number: OCNB0902 | |
| Classification Number: C0323 | |
| Open: 06/23/2009 | |
| Close: 07/07/2009 | |
| Location: Tualatin | |
| Availability: Full Time | |
PUBLIC SERVICE REPRESENTATIVE 3
(Customer Service Rep)
$2128 – $2945/month
The Oregon State Board of Nursing has a full time permanent vacancy for a Public Service Representative 3 in the Call Center. The call center positions serve as the initial points of contact to the public and must provide a positive first impression, offer assistance whenever needed, and serve as information sources on licensing and other agency programs and services. This position is represented by SEIU/OPEU. MAJOR DUTIES Provides general information on all licensing and certification requirements and processes. Extensive use of the licensing database to provide status information on submitted applications for licensure, respond to requests for application materials/information, and maintain statistical information. Clarifies inquiries and recommends appropriate processes, documents conversations in licensee records, follows up to ensure caller receives material/additional information needed and coordinates services with other agency staff when needed to ensure resolution for the caller. WORKING CONDITIONS Work is performed in a standard office environment, with frequent interruptions, dealing with people from diverse educational and cultural backgrounds. May encounter angry and hostile people over the phone and in person. Sitting, keyboarding and use of the telephone for extended periods occur each day. MINIMUM QUALIFICATIONS You must have: Two years of experience in customer service. One year of which must have included interpretation and explanation of rules, regulations, and policies and responsibility for dealing with unique or unusual situations. Ability to work independently and accurately, prioritize work, coordinate multiple functions, analyze and apply rules and policies maintaining confidentiality, and ability to handle difficult people over the phone and in person. THIS IS THE TEST You must answer the following questions. Use a separate sheet of paper. Write down any work experience (paid or unpaid) and training that you have which is related to the questions. Limit your answer to each question to no more than 2 pages. Be sure that the jobs where you gained the experience you describe in your answers are listed in the Work History section of your application form. Your grade will be based upon your answers. If there are several parts to a question, answer each part separately. Number your answers to agree with the question. Attach the answer sheet to your application. Your application will not be accepted if it is incomplete. Test Questions 1. Strong verbal and written communication skills are essential to this position. Describe your training and experience in a) answering routine inquiries for information about programs or services; b) dealing with uncooperative or irate individuals; and c) communicating and working with coworkers, managers, and customers. Be specific. Include with whom you communicated, how you communicated, the subject matter, and the results of those communications. 2. A high volume of telephone interactions with people from diverse educational and cultural backgrounds occur daily. A high value is placed on customer service in our agency. Please describe what customer service means to you and your experience related to customer service. HOW TO APPLY You must complete a State of Oregon application form (PD100) and the TEST. You may obtain an application from any local office of the Oregon Employment Division or from the State’s job page at www.oregonjobs.org Mail, fax or deliver your completed application materials for this announcement to: Human Resources Oregon State Board of Nursing 17938 SW Upper Boones Ferry Rd. Portland OR 97224 Fax (971) 673-0681 Your application must be received by 4:30 p.m. on the close date. The Board of Nursing cannot be responsible for material that is illegible or missing as a result of transmitting by FAX or which may be lost through the mail. IMPORTANT: Complete all parts of the application and supplemental material required for this job announcement. Submit only the required materials; do NOT attach letters of recommendation. If your application is incomplete when submitted or does not clearly meet the minimum qualifications, you will miss the opportunity to interview and for hire. Notice of results will be sent by mail. | |
